Round robin ticket assignment

108 Comments

  • Cristobal Hernandez
    Comment actions Permalink

    Hi there,

    We would like to integrate this function to our ticketing system and after we tried Round Robin app for Zendesk, we thought that the best option for us is to create our own script instead of using an app.

    Then I found this solution that sounds perfect for what we need as long as we can customize the functions to make it work with our system as we demand.

    Please, can anyone confirm the differences between the app in Marketplace and this code?

    is there any improvement on it or a big difference between them?

    Thanks in advance to everyone! :)

     

    0
  • Jiri Fait
    Comment actions Permalink

    Hi Support, we are forced to stop using the round robin app as it is not GDPR compliant. My question is if there is some similar app (i tried to find some but without success) or if we can use the google script for the exact same purpose as the app? Many thanks

    Jiri

    0
  • Christopher Crocker
    Comment actions Permalink

    Hi Jiri,

    What makes this non GDPR compliant?

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Jiri!

    I'd like to echo Christopher's question. Can you please go into some detail about what is causing your concern with this app?

    0
  • Jiri Fait
    Comment actions Permalink

    Please see https://roundrobin.zendesk.com/hc/en-us/articles/115002537125-Security-and-privacy for details

    It says:

    Is Round Robin compliant with EU General Data Protection Regulation (GDPR)?

    No. So you need check your data processed by Round Robin for personal data of EU data subjects and stop use Round Robin to process such kind of data after May 25 2018.

    0
  • Jessie Schutz
    Comment actions Permalink

    Thanks for the link, Jiri!

    Unfortunately I don't know of any other existing apps or workarounds for this. I'm afraid you'll need to come up with a custom solution.

    0
  • Jack Edwards
    Comment actions Permalink

    I'm having an issue getting this one to run.  Anyone I can reach out to for help?

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Jack - 

    In the Zendesk App Marketplace the author of the Round Robin app is listed as Serge Mak, and you can email him at support@roundrobin.zendesk.com

    0
  • Serge Mak
    Comment actions Permalink

    Hey Jack,

    I'll be glad to help you.

    Please contact me at support@roundrobin.zendesk.com

    0
  • Jack Edwards
    Comment actions Permalink

    thanks it was actually for the google docs script that I needed help

     

    0
  • Tim A. Church
    Comment actions Permalink

    What if you only have 1 (The default) form? I always get invalid form type..

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Tim!

    Can you provide more information about when and where this error is appearing? The more detail you can provide, the more likely someone will be able to help you find the solution to your issue. Feel free to use screenshots!

    0
  • Kristen Vales
    Comment actions Permalink
    I keep getting an email that there are failures from Google for the script 
    that is used by the document Zendesk Round-Robin Setup.
    Error Message Count
    SSL Error https://reachhealth.zendesk./api/v2/search.json?query=type:ticket%20status:new%20assignee:none (line 160, file "zendeskMakeAssignments") 288
     
    I see that the assignments are still happening.  What could be causing this error?
    0
  • Dan Ross
    Comment actions Permalink

    Hey Kristen - Looks like the script is dying on this function:

    function seekOpenTickets(subdomain, userName, token)
    {

    token = userName + "/token:" + token;
    var encode = Utilities.base64Encode(token);

    var options =
    {
    "method" : "get",
    "headers" :
    {
    "Content-type":"application/xml",
    "Authorization": "Basic " + encode
    }
    };

    var result = UrlFetchApp.fetch("https://" + subdomain + ".zendesk.com/api/v2/search.json?query=type:ticket status:new assignee:none", options);

    return(result);

    From that, and the SSL Error message, I'm guessing there's an issue with your authentication. Did you setup the API Key and username on lines 24/25 of the script? Make sure there's no extra spaces or characters, in case they're not stripped out. 

    0
  • Evan Nelson
    Comment actions Permalink

    Is this app still available? I am getting 'You're not authorized to view this page' when I click the link:


    https://support.zendesk.com/hc/en-us/community/posts/203421946-Round-Robin-assignment

    0
  • Heather R
    Comment actions Permalink

    That link might have broken because Zendesk's community/helpdesk pages have moved around a bit, not sure if that's why.

    But the Round Robin app is available on the Marketplace:

    https://www.zendesk.com/apps/support/round-robin/?source=app_directory 

     

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Apologies regarding the broken link; that thread had been inactive for over 2 years so it was archived.

    Thanks for sharing the link to the app, Heather!

    0
  • Au Finh Saechao
    Comment actions Permalink

    We just recently released a round-robin option for Playlist Ticket Assignment to evenly distribute and randomly assign tickets to agents. Really easy to set up.

    Check out the demo.

    Features

    • Runs every two 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 agent 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 sound notifications and skills-based routing soon. 

    0

Please sign in to leave a comment.

Powered by Zendesk