Letterbook Docs
Round robin assignment
Assign new tickets to teammates in rotation.
Last updated June 25, 2026
What this guide covers#
Round robin assignment distributes new tickets across eligible teammates. Use it when the team wants new work assigned automatically instead of manually triaging every ticket owner.
Configure it in Settings > Automations > Round Robin Assign Tickets.
Assignment modes#
Letterbook supports four modes:
| Mode | Behavior |
|---|---|
| Disable round robin | New tickets are not assigned by this automation |
| Everyone on the team | All teammates are eligible |
| Everyone of a role | Only teammates with the selected role are eligible |
| Specific people | Only selected teammates are eligible |
Role-based assignment currently supports Agents only and Admins only.
Set it up#
- Go to Settings > Automations.
- In Round Robin Assign Tickets, choose an assignment mode.
- If you choose a role, select the role.
- If you choose specific people, select each eligible teammate.
- Save.
When to use each mode#
Use Everyone on the team for small support teams where every teammate handles the same kind of work.
Use Everyone of a role when admins should stay out of normal support rotation or when only admins should receive a certain workflow.
Use Specific people when a subset of the team owns frontline support, a launch queue, a dedicated customer segment, or a staffed shift.
Disable round robin when tickets should be assigned by manual triage or by a more specific AI triage rule.
Operating guidance#
- Keep team roles current before relying on role-based assignment.
- Remove teammates from the eligible set when they should not receive new work.
- Use labels and AI triage for specialization. Round robin is best for distributing ownership, not deciding topic expertise.
- Test the first few new tickets after changing eligibility.