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.
6 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
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