Round robin ticket assignment

107 Comments

  • Cristobal Hernandez

    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! :)

     

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  • Jiri Fait

    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

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  • Christopher Crocker

    Hi Jiri,

    What makes this non GDPR compliant?

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  • Jessie Schutz

    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?

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  • Jiri Fait

    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.

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  • Jessie Schutz

    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.

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  • Jack Edwards

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

    0
  • Nicole - Community Manager

    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

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  • Serge Mak

    Hey Jack,

    I'll be glad to help you.

    Please contact me at support@roundrobin.zendesk.com

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  • Jack Edwards

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

     

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  • Tim A. Church

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

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  • Jessie Schutz

    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!

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  • Kristen Vales
    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?
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  • Dan Ross

    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. 

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  • Evan Nelson

    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

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  • Heather R

    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 

     

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  • Nicole - Community Manager

    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!

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