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Round Robin assignment

Geplant
David Jacobson
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.  :-)

136 Kommentare

  • Scott Patterson

    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

    1
  • Micah Key

    according to this comment in another thread, it's already released. 

    0
  • John

    Micah, that's a 3rd-party app, which unfortunately will not work for us. Eagerly awaiting this as core functionality.

    2
  • Micah Key

    thanks for the clarification. 

    0
  • Mike Goss

    Just adding a comment so I can follow. 
    I remember seeing this thread when I first installed Zendesk 4 jobs ago! 
    How we doing?

    1
  • Barry Neary
    Zendesk Product Manager

    Hi, we are actively working on an omnichannel routing capability and I should be able to update you with a firm release date by end of year. 

    Barry

    2
  • Kieran Thorpe

    8 years ...

    1
  • Samsung Electronics America, Inc. - IT Account
    • Bearbeitet

    +1

    0
  • Brian

    Looking forward to that EAP for sure!

    0
  • Kalle Windefalk

    Nicole Saunders

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

    Is that statement still valid?

    0
  • Barry Neary
    Zendesk Product Manager

    We are looking to have an open EAP in January (doing final load tests at the moment). I will publish here when this is available....

    0
  • Mario Valdes

    Hi Barry Neary, will there be any special requirements to access the EAP (one published obviously)? Because our team would love to test this new functionality.

    1
  • Barry Neary
    Zendesk Product Manager

    Hi Mario,

    You will need to have an Enterprise plan subscription - more info can be found here

    Barry

    0
  • Ben Greeno

    Hi Barry Neary, is there any update on the timing of this EAP?

    0
  • Samsung Electronics America, Inc. - IT Account
    • Bearbeitet

    Hi Barry, I have signed up for EAP a week or two ago. When can I expect to have this functionality tested from my instance?

    0
  • Drishti Tayal

    Nicole Saunders- Hi Nicole, any new update on when can we expect the feature to go live. Been long waiting for it

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Samsung Electronics America, Inc. - IT Account: We received your form on 6th Jan and its currently being process - it will likely be a few more days to enable, I will email you directly once its switched on for your instance

     

    Barry

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Drishti Tayal,

    We have now EAP'd Routing - the signup form is here

     

    Barry

    0
  • Ash

    Barry Neary

     

    13 years after the request. better than nothing! i'm excited =)

    0
  • Anita Rajkumar

    any new update on when can we expect the feature to go live (Round Robin assignment) ?

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Anita Rajkumar
    We are running a closed EAP at the moment for Enterprise plan customers, with a GA likely later on in Q1 2022.

    Regards

    Barry 

    0
  • Jessica Chase

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

    0
  • Dave Dyson
    Hi Jessica, 
     
    No updates since Barry Neary's comment right above yours, from February.
    0
  • jamesjordan
    • Bearbeitet

     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).

    0
  • Jessica Chase

    Is there an update on the GA release for routing?

    0
  • Brett Bowser
    Zendesk Community Manager
    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!
    -1
  • Jessica Chase

    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

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Jessica Chase

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

    Barry

    0
  • Jessica Chase

    Barry Neary No, we are not in the EAP but would love to be. 

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Jessica,

    Have you had a chance to fill out the following form for joining the EAP? Routing sign up form
     
     
    0

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