Community discussion: How do you assign tickets?

33 Comments

  • Jordan Earnest
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    It's been a couple years since the OP, does Zendesk have an inherent way to automatically assign tickets to agents based on attributes/criteria?

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  • Brett - Community Manager
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    Hey Joran,

    You'll most likely want to take a look at our Trigger Recipes articles which provides a list of useful trigger recipes and how to create them.

    If you're looking for some additional assistance, can you provide more information on the attributes/criteria you're looking at?

    Thanks!

    0
  • Au Finh Saechao
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    So great to see all of the different methods being used to assign tickets here.

    We also have the Playlist Ticket Assignment app, which has been on the Zendesk Marketplace for a little over a year now. We just recently introduced a round-robin option.

    Check out the demo

    Features:

    • Runs every 2 minutes
    • Use a classic, round-robin model or route tickets to least loaded agents first
    • Use existing views to set up queues
    • Drag and drop to change priority of queues
    • Agents can set their status to Online, Away, or Invisible
    • Managers can manage statuses under the Team tab
    • Set an inbox limit to control how many tickets agents can work on at a time

    We'll also be adding support for Skills-based routing soon. 

     

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