Question
Can Zendesk Support equally distribute tickets amongst agents or groups?
Answer
No, unfortunately there is not a native way to assign tickets to agent's equally. The Round Robin app however, will allow for your agents or groups to have tickets assigned to them equally.
13 Comments
If the constant, automated pushing of tickets into your agents' inbox isn't your thing, I'd recommend checking out Playlist Ticket Assignment!
With the click of a button, agents can easily pull the oldest tickets that match their groups into their inbox. It's much simpler and provides your team with more flexibility.
As a manager, you can also probably ensure some level of equal distribution by setting daily goals for your agents. We'll also be building tools to help make this easier in the near future!
Feel free to contact us if you have any questions!
From some quick research, it seems like this is a very common request and it's disappointing Zendesk doesn't have some sort of native solution to handle this use case. The Round Robin app may be a workaround, but it does NOT have the ability to assign tickets to Groups, only individual agents, requiring a further, hacky workaround in order to achieve group distribution.
Has anybody else run into this limitation/use case, and has anybody found a different solution than Round Robin or Playlist (not exactly what we're trying to accomplish either)?
Hi Max,
You are right. We also get a lot of emails for this request, so we are planning to add a light-weight round robin option to Playlist. When a ticket is submitted, the solution will distribute the ticket to the appropriate agent or group in round-robin fashion, in near real-time. We're aiming to roll out this feature by the end of September, so we'd love to get your feedback!
Au Finh
I would be interested to hear more about this light-weight round robin feature
Hello Karen,
You can learn more about this app and its benefits by visiting it in our Zendesk app store. I've linked below to their page that breaks down the functionality of this handy app.
How Round Robin works
Best regards,
Devan
Karen Lam, Glad to hear!
Our initial version of round-robin will be lightweight in the sense that it'll require you to more or less follow best practices with your Zendesk setup (e.g. routing tickets to groups, having a separate group for each queue, etc.). The goal is to keep it all within Zendesk and make the tool as simple as possible.
Here are some of the features:
Shortly after the initial release, we plan on adding a load-balanced option as well. With the load-balanced option, tickets will be assigned to the most available agent (based on open ticket count) first. Once agents have reached a specified threshold, tickets will be assigned in round-robin fashion.
If you send me a note at aufinh@myplaylist.io, I could walk you through what we currently have. We'd love to get your feedback and hear about your use cases.
EDIT: both round-robin and load-balanced routing options have been rolled out. We also decided to hold off on routing tickets to agents in near real-time since tickets are typically backlogged in a queue.
Max McDaniel Devan - Community Manager Karen Lam, I am very excited to let you know that our round-robin solution is now live!
Check out the demo
Features
This has got to be the easiest solution availble for evenly distributing tickets to agents in Zendesk.
Coming soon
Try it out for free: https://myplaylist.io/zendesk/round-robin-app
Dear All,
We are new to Zendeks and we need to use a automated ticketing assignment system on zendesk. We have IP white listing on API calls for security reasons. Does anyone know of a app that has a single point of contact which we can white list and does the automated assignment ?
Regards
Steven
Hey Steven,
I'm not aware of an app that will help with whitelisting in particular, however, there's the Round Robin app that can help with automatically assigning tickets out. If you have any questions regarding the integration, you'll want to reach out to the developer of the app directly.
Hope this helps!
Hi Brett - Community Manager,
I heard of Round Robin and we are already in communication with them. Unfortunately they told us we need to whitelist all AWS IP's which really defeats the security purpose if we do this. I also spoke to playlist which have the same issue. I'm asking if anyone knows any way how to solve this issue.
Kind Regards
Steven
Hey Steven,
Appreciate the additional information!
While I don't have an alternative solution, I'll leave this post open in case other users can jump in and offer up some guidance.
Cheers!
Steven Vella this is on our radar. We do have to make some major changes to our infrastructure to support fixed IP addresses, but we are definitely interested in it as it will improve security. We hope to have a beta version of it sometime in March 2020. We'll be sure to keep you updated and reach out to you when it's available!
Brett - Community Manager You can set up round-robin routing in less than a minute with Playlist (website https://myplaylist.io). Check it out :)
HI Au Finh Saechao,
Thanks for your reply. Hopefully you'll get there sooner :D
REgards
Steven
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