New workflow action: Rotate Record by Skill

What is it?

You can now use Rotate record by skill as a workflow action, allowing you to assign tickets to users based on their skills within ticket-based workflows. This brings the same skill-based routing logic used in Help Desk routing rules into workflows, so you can combine assignment, automation, and decision-making in one place.

Why does it matter?

With Rotate owner by skill, you can:

- Use skill-based assignment inside your workflows
- Combine routing logic and business logic in one place
- Create more flexible, scalable routing systems
- Re-enroll tickets into skill-based routing actions

How does it work?

You can add this action in any ticket-based workflow:

- In a workflow, click Add action → CRM → Rotate record by skills

From there, you configure how assignment should work:

Select a team (optional)

Limit assignment to a specific team, or leave it open to all eligible users.

Choose required skills

Select one or more skills and define how they should match:

- Match all selected skills (Users with Skill 1 AND Skill 2)
- Match any selected skill (Users with Skill 1 OR Skill 2)

Set availability behavior

Optionally assign only to users who are currently available.

Choose a distribution method

- Round robin
- Load balanced
- Random

Control ownership behavior

Decide whether to overwrite an existing owner or only assign unowned tickets.

At runtime, the workflow:

Identifies users based on team + skills
Filters by availability (if selected) and current ticket capacity limits
Applies the chosen distribution method
Assigns the ticket — or skips if no eligible users are found

You’ll see the outcome reflected in:

- Workflow enrollment logs
- Assignment Details on the ticket

Additional Notes

- Available for Service Hub Enterprise
- Only supported in ticket-based workflows and to users with Service seats
- Uses the existing Help Desk skills configuration
- Does not replace Skill-Based Routing rules — this is an additional option within workflows