Can Zendesk Support equally distribute tickets amongst agents or groups?

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6 Comments

  • Shweta Gupta

    Hi Leah,

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

    0
  • Dave Dyson
    Zendesk Community Manager

    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.

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  • 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.

    1
  • 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

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  • 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

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