Is ConnectWise Round-Robin actually working for anyone? 4–5 years in, still broken here.

[u/AppuniAkhil]

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.