Can Zendesk Support equally distribute tickets amongst agents or groups?

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12 Comments

  • Shweta Gupta

    Hi Leah,

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

    1
  • Dave Dyson

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

    0
  • Au Finh

    @... 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.

    0
  • Aline F.

    Hi! I have a question about the distribution of chats to agents.

    What is the criteria for a chat to be assigned to an agent? I have an agent who is constantly being assigned chats even though there are other online agentes without any chats. Today she was assigned 3 sequencial chats, when there were 5 other online agets with no chats.

    2
  • CJ Johnson

    I have the same question as Aline F. I could have sworn there was documentation on how the assignment for chat worked, including timeouts, but there doesn't appear to be any documentation referencing this at all anymore. 

    Edit: Aimee found it, it's here

    0
  • Aimee Spanier
    Zendesk Documentation Team

    Hi, Aline and CJ. Chat assignment depends on how you have configured the routing behavior. You can find information about it here: Understanding Assigned notification routing behavior.

    -aimee

     

    1
  • Chet

    ZenDesk should consider buying the software from Round Robin that facilitates this process and then implement it as a feature.  
    We would love to use this, but the Round Robin company doesn't pass our security protocols, so we can't use them.  

    3
  • Barry Neary
    Zendesk Product Manager

    Hi 

    We now have omnichannel routing solution which assigns tickets to agents within a group first based on load balancing (i.e. which agents have the highest spare capacity - assign them tickets first) and then by round robin (once agents all have the same spare capacity, assign tickets to whichever agents havent been assigned tickets in the longest time).

    See here for more info

    0
  • Shane Wetherington

    Hi Barry Neary

    Is there a way to disable load balancing and only use the round robin feature?

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Shane Wetherington

    Not currently, we have plans to allow you to do so - but thats likely to be 6 months+

    Barry

    0
  • Nestor Rich

    How can we see the history or analytics of assigned tickets, and make sure its divided equally. Especially If our tickets are being assigned manually

    0
  • Darenne
    Zendesk Customer Care
    Hi Nestor, I hope you're doing great! when you say history or analytics of assigned tickets, you can check this via Explore. If you have at least Explore professional/Suite professional plans, you can create a report for Ticket assigns per day. You can update the metrics/attributes, depending on your use case. 
     
    Also, you can check the Assignee activity tab headline metrics in dashboard, you can access this if you have at least a Suite team/Support team! If this is no what you're referring to, please let us know more of your use case so we can provide an accurate response. 
    0

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