New Workflow Action: Rotate Record by Skill

What it is

Rotate Record by Skill is now available as a workflow action, letting you assign tickets to users based on their skills inside ticket-based workflows. It brings the same skill-based routing logic used in Help Desk routing rules into workflows, so assignment, automation, and decision-making can live in one place, and tickets can be re-enrolled into skill-based routing actions. It is in public beta for Service Hub Enterprise.

Why it matters

Skill-based assignment used to be locked to routing rules, separate from the rest of your business logic. Putting it inside workflows means a team can combine the routing decision with everything else a workflow already handles, which is where more flexible and scalable routing comes from. This is part of a steady move toward letting workflows own more of the assignment layer.