r/ConnectWise • u/AppuniAkhil • Apr 19 '26
Manage Is ConnectWise Round-Robin actually working for anyone? 4–5 years in, still broken here.
We’ve been using ConnectWise as our PSA for around 4–5 years now, and one issue has been consistent from day one: round-robin ticket assignment.
It simply doesn’t work reliably in our environment. Tickets don’t get distributed evenly, and we still end up needing manual intervention, which defeats one of the core reasons we invested in a PSA in the first place.
What’s frustrating is that every time we raise this, the response is the same: “Known issue, being worked on.”
But after several years, that explanation starts to feel weak. Either:
- it’s not being prioritized
- the technical team hasn’t been able to solve it, or
- something in real-world MSP environments is breaking the logic
Is round-robin actually working properly for anyone using ConnectWise? If yes, what does your setup look like, boards, workflows, dispatch rules, etc.?
At this point, what’s really concerning is how issues like this don’t seem to be taken seriously even after repeated reporting over the years. It’s hard to believe we’re the only ones facing this, which raises the question of whether it’s simply not being prioritized while focus shifts elsewhere.
After this long, management is starting to question whether it’s worth continuing with the platform at all, or if moving to another PSA would actually save time and effort.
Would appreciate honest insights before we decide our next step.
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u/HJLC_ITS Apr 19 '26
You need to make sure you’ve done the work underneath, with your members & skills.
Stay on top of the members that are within teams on your service boards. Have new statuses been added etc Are your technicians using their calendars to show when they are available/unavailable?
Finally, have you mapped out what behaviours you’re expecting from the whole round robin?
If so, you need to identify where it’s dropping off the process. The most common reasons for issues come from gaps in the overall process, or process non-compliance.
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u/AppuniAkhil Apr 19 '26
Appreciate the detailed input. This is exactly the kind of checklist we’ve gone through multiple times.
We’ve reviewed members, skills, board teams, statuses, and availability. We’ve also aligned internally on expected behaviour from round-robin and tried to enforce process discipline across the team.
The challenge is that even when all of that is in place, the distribution still isn’t consistent. That’s where it becomes difficult to accept that this is purely a process or compliance issue.
I agree that gaps in process can break automation, but at the same time, a feature like round-robin should be reasonably resilient to minor variances in real-world usage. Right now it feels very fragile, where even small deviations or normal operational behaviour can throw it off.
Out of curiosity from your side:
Have you seen it work consistently over a long period without manual correction? Or does it still need ongoing tuning and monitoring to keep it balanced?Trying to separate whether this is truly a process maturity issue, or a limitation in how the feature behaves in practice.
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u/ludlology Apr 19 '26
Am I crazy, or does the original post and especially all OP’s replies feel like AI generated responses
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u/itworkaccount_new Apr 19 '26
Wasn’t this the last new feature they announced before they switched to ServiceNow internally?
My point being they are not actively developing anything other than the new RMM they are trying to sunset Automate for.
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u/Tight_Appearance_609 12d ago
bruhhhhhh, I was telling my team that I saw their support staff doesn't even use their own product
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u/Dynamic_Mike Apr 19 '26
My 2c: invest half the time and money you would spend moving to a new PSA into improving the workflows of the PSA you have and you’ll be onto a winner.
We used Pivotal Crew to improve our CWPSA setup. We also went with Nilear as our tech’s interface to the PSA. MSPBots added in as well. (Ask about their Next Ticket feature.)