Round Robin assignment

Planned

52 Comments

  • Darryll Holmes

    +1 again

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  • Thomas Hodges

    +1

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  • Matt Armstrong

    +1: Add me to the list for this feature as well. Major issues with our team cherry-picking the easy requests.

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  • Bill French

    I was weary waiting for this feature so I built a simple solution in Google Docs.

    The Google Docs script and spreadsheet I created is just an example of an automated round-robin assignment process for Zendesk. It is particularly easy to use and modify as it is built entirely in Google Docs and GAS (Google Apps Script). It uses a simple spreadsheet to manage the support team members participating in the round-robin assignment, and it uses the Zendesk API (v2). Plus, it can be fully automated - a lights-out process that just looks at your recently submitted tickets, finds the ones that are unassigned and assigns them based on the team queue.

    https://gumroad.com/billfrench#Wjvg

     

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  • Jason Godden

    Would love to see this functionality as well.

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  • Avi

    Really want to see this functionality at some point. It factors in with high and low ticket volumes. With high volume it's hard for agents to know where to go so this gives them some more direction when say 5 agents are on with a volume of 400 tickets and 80 have been auto-assigned to them.

    Then on the flip-side with low volume it gets tedious having to spam the refresh button in the new Zendesk (since an auto-refresh plugins in a browser really jack things up with the new Zendesk). So, in this case, auto-assigning helps distribute the work evenly without agents having to spam that refresh button to see if there are new tickets. :)

    That said, are there any plans for the new Zendesk layout to auto-refresh? That'd be wicked helpful.

    Thanks!

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  • Mark Stubbins

    +1

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  • Michael Stone

    Hey All,

    We have developed a solution for this using Google spreadsheets/Apps Script and it's available to everyone for free!

    Take a look here:  https://support.zendesk.com/entries/30996237-Community-tip-Round-robin-ticket-assignment

    Let me know if you have any questions!

     

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  • John Beard

    It would be really nice to have round robin automation available natively.  Zendesk's competition is doing it already.  I would hope they see the light at some point or lose customers because of it.

    https://www.happyfox.com/automated-help-desk/

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  • Serge Mak

    Hi all,

    Seeing the interest of Zendesk community for automatic tickets assignment and agent load balancing, I want to share our solution which solves these tasks.

    Check it out  roundrobin.zendesk.com/hc/en-us/articles/202636392-How-it-works

    I hope it's helpful. 

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  • Brian Lehnen

    ^ Has anyone given Serge's app a shot? Looks promising!

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  • Deniel Evanse

    I've tried it
    For my task it works fine!

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  • Pete Holborow

    I have been looking into this for a while as my team still complain that it happens. Is this Round Robin a free service or just a free trial?

    Any word from Zendesk about an official solution? I know that Freshdesk does it.

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  • Erin Boyle

    Hi Pete,

    We have no plans to add an official round robin solution. That being said, I am currently working on a project to help prevent agents from cherry-picking tickets out of views. More to come in the next few months!

    Best,
    Erin

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  • Pete Holborow

    Thanks for the quick reply Erin, that sounds perfect! I don't really want to force round robin on them but I am coming to the end of my tether with the cherry picking!

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  • D. J. TAYLOR

    Erin:

    How's that cherry-picking project coming?

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  • Erin Boyle

    Hi Darron,

    Whoops! We're actually fairly close to launching a feature that... we're still naming. Right now I call it "Play-only" agents, and it basically lets you designate certain custom roles as only being able to play through views. We've had it in beta for a few months now. If you'd like to jump on the bandwagon, feel free to sign up at goto.zendesk.com/playagentsbeta!

    Best,
    Erin

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  • Erin Boyle

    Hi all,

    I wanted to let you know that we've just launched a feature called Guided mode that is designed to help prevent agents from cherry-picking tickets. It is not a round robin model, but I think you'll find it useful. Learn more about Guided mode on our announcement.

    Best,
    Erin

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  • Pete Holborow

    Thanks for the update Erin, is this the official release of the Play Only mode that I and others have been beta testing?

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  • Erin Boyle

    Hi Pete,

    Yep! We renamed it, but otherwise it's the play-only agents feature you've been using. :)

    Best,
    Erin

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  • Pete Holborow

    Great! It is an excellent feature and I recommend everyone having the same ticket skipping issues that I am seeing in my team try it.

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  • Kristen Mirenda

    Hi there! I'm just popping into various relevant topics to say that we're starting a research project focused on ticket assignment workflows. If anyone reading this is interested in participating during the April/May 2017 timeframe, I've got a sign-up link where you can provide contact details. Thanks!

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