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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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      J
      Jessica55
      March 18, 2022

      Are there any updates on the GA release for Round Robin ticket assignment?

      Dave12
      Dave12Employee
      Employee
      March 19, 2022
      Hi Jessica, 
       
      No updates since Barry Neary's comment right above yours, from February.
      J
      jamesjordan
      March 19, 2022

       thanks for the tips and connections! You're correct; in many help desk environments, ticket assignment is done in more complex ways. Chris' paper is also extremely fascinating and demonstrates a good approach to a "fair" assignment method, which is particularly useful for a bigger or backlogged help desk. However, I'd be OK with something a little simpler (at least in version 1), with my main concern, as you know, being that the *assignment* duty be completed automatically in some fashion (no human involved).

      J
      Jessica51
      April 26, 2022

      Is there an update on the GA release for routing?

      Brett Bowser
      Brett BowserCommunity Manager
      Community Manager
      April 27, 2022
      Hey Jessica,

      The routing EAP is still active here if you want to take a look at what it includes: What is the Routing EAP?

      They're still releasing new features for this EAP with the next release expected some time in June.
       
      I hope this helps!
      J
      Jessica55
      April 27, 2022

      Hi Brett,

      Thank you! Is the EAP closed? Are you saying that it's expected to go GA in June or the EAP is still going to be in progress in June? 

      Thanks,

      Jess

      Barry Neary
      Barry NearyProduct Manager
      Product Manager
      April 28, 2022

      Hi @jessica55

      The EAP is still ongoing - are you participating in it? It looks like a GA will be slightly delayed until July now

      Barry

      J
      Jessica55
      April 28, 2022

      @barry14 No, we are not in the EAP but would love to be. 

      Brett Bowser
      Brett BowserCommunity Manager
      Community Manager
      April 29, 2022
      Hey Jessica,

      Have you had a chance to fill out the following form for joining the EAP? Routing sign up form
       
       
      J
      Jessica55
      April 29, 2022

      @brett13 Thanks so much for sending that my way, looks like we aren't a best fit for the EAP since we haven't switched over to Agent Workspace. I will talk to my team about the lift and capacity we have to switch over. 

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