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David43
May 28, 2009
Accepted

Round Robin assignment

Related products:Support
  • May 28, 2009
  • 160 replies
  • 546 views
It would be nice to be able to setup an Automation or a Trigger that \*automatically\* assigned new / unassigned / or tickets in a praticular group to an agent using a Round Robin algorithm.  We currently use an APEX app in SalesForce that does this.  I am using the Zendesk suggestion of a "First Line" group where an agent can then assign those tickets to another agent.  \*But\*, our other help desk operators are greatly suspicious of any human that tragically chooses to play that "assigner" role and inevitably plot their demise. If this type of automation is possible using the exiting features, please do share.  :-)

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      Brett Bowser
      Brett BowserCommunity Manager
      Community Manager
      May 2, 2022
      That sounds great Jessica :) Let us know if there's anything else we can help with in the meantime!
      Barry Neary
      Barry NearyProduct Manager
      Product Manager
      May 11, 2022

      Hi, we are preparing for a General Release of our omnichannel routing engine in Q3. I will post here when we have an exact date

      Barry

      Retourenstation
      Retourenstation
      Newcomer
      June 9, 2022

      13 years after this thread was started, I really hope it's available by now. Been trying to find a best practice/recipe to solve this exact challenge in our account. Anyone here any updates? 

      If no solution within Zendesk, is the Round Robin App still the best way to go? 

        Barry Neary
        Barry NearyProduct Manager
        Product Manager
        June 9, 2022

        Hi @retourenstation

        We have had an EAP running for the past few months, and the routing engine is going to be released in Q3 

        Barry

        B
        Bill29
        June 9, 2022

        Thirteen years is roughly two eons in Interweb years. ;-) Only Airtable has taken more than a decade to add the Split() function and that clock is still ticking to this day.

        On August 8th, 2013 I crafted a solution for BetterCloud (Mike Stone). It was a round-robin assignment for Zendesk and BetterCloud loved it. I used Google Apps Script and it became widely used by many Zendesk admins when BetterCloud shared it openly here.

        I'm amazed that no one has taken this to the level where AI and GPT-3 could take it now that so many more intelligent things are possible. Where's the innovation for a process that is so critical and needed by so many organizations?

          Retourenstation
          Retourenstation
          Newcomer
          July 6, 2022

          @barry14 any news on this? Haven't seen it in the last reease notes and we would be over the moon excited, as I am sure others will be as well, if we can implement this before September (Black Friday/and pre x-mas business). 

          Look forward to an update from you. 

          Kind regards, 
          Yvonne 

            Chih-wei
            Chih-wei
            July 7, 2022

            Thirteen years... lol, I wonder if op @david43 is still around? Probably retired

              Barry Neary
              Barry NearyProduct Manager
              Product Manager
              July 9, 2022

              Hi, we are beta releasing routing combined with unified agent status in mid August 2022

              Chris57
              Chris57
              August 4, 2022

              Was this functionality ever released? Other competitors have this functionality and if we are expected to pay for an additional service, I can't see why we should continue using Zendesk. Thirteen years is an absurd amount of time for a standard function for a support ticketing tool... 

                Aran
                Aran
                August 5, 2022

                @chris57 Interesting thing is, Zendesk sells for CRM has a round-robin function

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