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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.  :-)

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      Kristen19
      Kristen19Employee
      Employee
      April 13, 2017

      Hi there! I'm just popping into various relevant topics to say that we're starting a research project focused on ticket assignment workflows. If anyone reading this is interested in participating during the April/May 2017 timeframe, I've got a sign-up link where you can provide contact details. Thanks!

      L
      Leah14Employee
      Employee
      October 5, 2020

      Hi everyone, 

      We realize this is a big issue for our customers and we have plans to solve for this need. We'll update this thread again once we have more info we can share!

      E
      Eski
      March 26, 2021

      Any Update about Round Robin issue?

        Nicole17
        Nicole17Employee
        Employee
        March 26, 2021

        Hi Erkin -

        I can confirm that building out a feature to solve for the issue of "Round Robin" ticket assignment is currently planned for later this year. We don't have any more specifics we can share publicly at this time, but the product team working on it has said that they'll post updates to this thread as more information becomes available.

          Jon22
          Jon22
          May 12, 2021

          Wow, can't believe this feature request will be turning 12 in a couple of weeks.  It's almost a teenager!  Time sure does fly!  @Nicole S. are there any updates on when this is being rolled out?

            J
            Josh50
            May 12, 2021

            Hi Zendesk, can you share an update for this? Thanks!

              Nicole17
              Nicole17Employee
              Employee
              May 14, 2021

              Hi Jon and Josh - 

              This continues to be planned for development later this year. No new updates at this point in time. 

                Theodore11
                Theodore11
                June 3, 2021

                Hi Nicole,

                That is very exciting to hear! This is definitely something our team is looking to leverage.

                  O
                  Oliver24
                  July 7, 2021

                  Can't wait for this!

                  Will follow this thread for updates. :)

                    S
                    Scott14
                    Newcomer
                    August 9, 2021

                    Hi Nicole,

                    Are you able to confirm if this is planned to just be in development later this year, or if this is planned to be released before the end of the year?

                    Thanks,

                    SP

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