Can Zendesk Support equally distribute tickets amongst agents or groups?

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18 Comments

  • Max McDaniel

    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)?

    1
  • Au Finh Saechao

    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

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  • Karen Lam

    I would be interested to hear more about this light-weight round robin feature

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  • Devan - Community Manager
    Zendesk Community Team

    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

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  • Au Finh Saechao

    Max McDaniel Devan - Community Manager Karen Lam, I am very excited to let you know that our round robin solution is now live!

    Features

    • Round robin assignment
    • Assign based on agent schedules (working hours)
    • Agent ticket limits
    • Daily limits
    • Queue prioritization
    • Skills-based routing
    • Out of office (auto reassignment)
    • Real-time routing for social messaging
    • Group distribution
    • Same agent "sticky" assignment
    • Dedicated support for organizations
    • Custom agent statuses
    • Total online time reporting
    • API support
    • Guided mode alternative with Playlist Button
    • IP restrictions

    Try it for free

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  • Steven Vella

    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

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • Steven Vella

    Hi Brett Bowser,

     

    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

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • Steven Vella

    HI Au Finh Saechao,

     

    Thanks for your reply. Hopefully you'll get there sooner :D 

     

    REgards

     

    Steven

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  • Kiranmayee Narahari

    Hey All,

    The app is finally here https://www.zendesk.com/apps/support/auto-assignment/?source=app_directory

    Assigns tickets to agents as soon as they open the ticket. Works in play mode too. Plus it doesn't do the same for Admins & Owner accounts so that they can freely audit.

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  • Julie Schrandt

    My understanding is that Round Robin requires you to have the account under a gmail address. Our company policy is that nothing is associated with outside email domains. Is there a work around for this? To be able to use our company email domain to download Round Robin? 

    1
  • Gail L
    Zendesk Community Team

    Hi Julie,

    Looking at Round Robin's set up documentation it does look like a Gmail account is required. You could reach out to them directly (all third party apps list their contact info in the marketplace listings) to verify but there are no workarounds for that I'm aware of. 

    1
  • Au Finh Saechao

    Julie Schrandt Gail L I'd encourage you to give Playlist a try. Our app uses OAuth, so you won't need a Gmail account.

    Here's a quick start guide and an overview of main features. In addition to Round Robin, we recently added some really awesome tools:

    • Same Agent (sticky algorithm)
    • Auto Merge
    • Agent Availability Reports
    1
  • Leah
    Zendesk Voice of Customer Team

    Hi everyone, we realize this is a big issue for a lot of our customers and this is something Zendesk is planning to solve for. We'll post our updates in this thread once we have more to share. 

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  • Shweta Gupta

    Hi Leah,

    Any updates on having a built-in capability within Zendesk for auto assignment?

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  • Dave Dyson
    Zendesk Community Team

    Hi Shweta, as Nicole says in this thread, this is someone planned for later this year: Round Robin assignment

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  • Au Finh Saechao

    Max McDaniel FYI Playlist now has a group distribution workflow to "round robin" tickets to different groups. Pretty simple to set up. Here's a diagram of how it works.

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