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D
David43
May 28, 2009
Accepted

Round Robin assignment

Related products:Support
  • May 28, 2009
  • 160 replies
  • 528 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.  :-)

      160 replies

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      Deniel
      February 9, 2015

      I've tried it
      For my task it works fine!

      A
      Anonymous
      September 30, 2015

      I have been looking into this for a while as my team still complain that it happens. Is this Round Robin a free service or just a free trial?

      Any word from Zendesk about an official solution? I know that Freshdesk does it.

      E
      Erin31Employee
      Employee
      October 1, 2015

      Hi Pete,

      We have no plans to add an official round robin solution. That being said, I am currently working on a project to help prevent agents from cherry-picking tickets out of views. More to come in the next few months!

      Best,
      Erin

      A
      Anonymous
      October 2, 2015

      Thanks for the quick reply Erin, that sounds perfect! I don't really want to force round robin on them but I am coming to the end of my tether with the cherry picking!

      D
      D.22
      April 1, 2016

      Erin:

      How's that cherry-picking project coming?

      E
      Erin31Employee
      Employee
      April 6, 2016

      Hi Darron,

      Whoops! We're actually fairly close to launching a feature that... we're still naming. Right now I call it "Play-only" agents, and it basically lets you designate certain custom roles as only being able to play through views. We've had it in beta for a few months now. If you'd like to jump on the bandwagon, feel free to sign up at goto.zendesk.com/playagentsbeta!

      Best,
      Erin

      E
      Erin31Employee
      Employee
      April 27, 2016

      Hi all,

      I wanted to let you know that we've just launched a feature called Guided mode that is designed to help prevent agents from cherry-picking tickets. It is not a round robin model, but I think you'll find it useful. Learn more about Guided mode on our announcement.

      Best,
      Erin

      A
      Anonymous
      April 27, 2016

      Thanks for the update Erin, is this the official release of the Play Only mode that I and others have been beta testing?

      E
      Erin31Employee
      Employee
      April 27, 2016

      Hi Pete,

      Yep! We renamed it, but otherwise it's the play-only agents feature you've been using. :)

      Best,
      Erin

      A
      Anonymous
      April 27, 2016

      Great! It is an excellent feature and I recommend everyone having the same ticket skipping issues that I am seeing in my team try it.

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