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Round Robin assignment

Related products:Support

Forum|Forum|17 years ago
May 28, 2009
160 replies
520 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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+1

+1: Add me to the list for this feature as well. Major issues with our team cherry-picking the easy requests.

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Bill29

I was weary waiting for this feature so I built a simple solution in Google Docs.

The Google Docs script and spreadsheet I created is just an example of an automated round-robin assignment process for Zendesk. It is particularly easy to use and modify as it is built entirely in Google Docs and GAS (Google Apps Script). It uses a simple spreadsheet to manage the support team members participating in the round-robin assignment, and it uses the Zendesk API (v2). Plus, it can be fully automated - a lights-out process that just looks at your recently submitted tickets, finds the ones that are unassigned and assigns them based on the team queue.

https://gumroad.com/billfrench#Wjvg

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Jason101

Would love to see this functionality as well.

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Avi13

Really want to see this functionality at some point. It factors in with high and low ticket volumes. With high volume it's hard for agents to know where to go so this gives them some more direction when say 5 agents are on with a volume of 400 tickets and 80 have been auto-assigned to them.

Then on the flip-side with low volume it gets tedious having to spam the refresh button in the new Zendesk (since an auto-refresh plugins in a browser really jack things up with the new Zendesk). So, in this case, auto-assigning helps distribute the work evenly without agents having to spam that refresh button to see if there are new tickets. :)

That said, are there any plans for the new Zendesk layout to auto-refresh? That'd be wicked helpful.

Thanks!

+1

Hey All,

We have developed a solution for this using Google spreadsheets/Apps Script and it's available to everyone for free!

Take a look here: https://support.zendesk.com/entries/30996237-Community-tip-Round-robin-ticket-assignment

Let me know if you have any questions!

J

John134

It would be really nice to have round robin automation available natively. Zendesk's competition is doing it already. I would hope they see the light at some point or lose customers because of it.

https://www.happyfox.com/automated-help-desk/

Serge14

Hi all,

Seeing the interest of Zendesk community for automatic tickets assignment and agent load balancing, I want to share our solution which solves these tasks.

Check it out roundrobin.zendesk.com/hc/en-us/articles/202636392-How-it-works

I hope it's helpful.