Question
Is there an option to equally assign incoming tickets to agents automatically?
Answer
No, there is not a native way to assign tickets to agents equally. However, the Round Robin app allows for your agents or groups to have tickets assigned to them equally.
Another option is to automatically assign tickets to the first responding agent.
12 Comments
Hi Leah,
Any updates on having a built-in capability within Zendesk for auto assignment?
Hi Shweta, as Nicole says in this thread, this is someone planned for later this year: Round Robin assignment
@... 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.
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.
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.
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
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.
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
Hi Barry Neary,
Is there a way to disable load balancing and only use the round robin feature?
Hi Shane Wetherington
Not currently, we have plans to allow you to do so - but thats likely to be 6 months+
Barry
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
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.
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