Can Zendesk Support equally distribute tickets amongst agents or groups?

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16 Comments

  • 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!

    Playlist is the easiest way to equally distribute tickets in Zendesk. 

    You can install the app for a subset of agents by enabling group restrictions.

    Features (updated Sep 3, 2020)

    • Use round robin or load-balanced assignment
    • Rotate between group members
    • Set a ticket limit to avoid overloading agents
    • Same agent "sticky" algorithm
    • Automatically merge tickets based on matching criteria
    • Prioritize queues
    • Team dashboard for supervisors
    • Agent availability reports
    • Agent Status API
    • Dedicated support tool for organizations
    • Sound notifications
    • Enhanced Guided mode with the Playlist button

    Try it out for free

    1
  • 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
  • Steven Vella

    HI Au Finh Saechao,

     

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

     

    REgards

     

    Steven

    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
  • 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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  • Au Finh Saechao

    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 some time 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 in less than a minute with Playlist Ticket Assignment. Check it out!

    Edit: As of Sep 3, 2020, IP restrictions is supported by Playlist.

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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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  • 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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  • Steven Vella

    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

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  • Au Finh Saechao

    Steven Vella Sorry, it took us a while. As promised, I'm happy to let you know that Playlist now supports IP restrictions. You can add Playlist's fixed IP addresses to your Allowed IP ranges.

    It's passed all of our tests, but we'd love to have a customer try it out in production! In case you're still looking for a solution, I've reopened your original ticket and sent you a message.

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  • Brett - Community Manager
    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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  • Karen Lam

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

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  • Brett - Community Manager
    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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  • 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)?

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  • 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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