What is the easiest way to setup round robin ticket assignment

17 Comments

  • Graeme Carmichael
    Community Moderator

    Zane

    Welcome to Zendesk.

    The easiest starting point, is to look at the PLAY button. This allows agents to work through a view of tickets. Each Agent will be served the next ticket on the list, but it will skip tickets being viewed by other Agents.

    Details are here  under the 'using play mode' heading. There are also some enhancements planned for this function.

    There is no built in way of assigning tickets based on case load. But there are some apps to extend Zendesk that may help. See this article.

    -1
  • Zane Condren

    I have seen older threads that mention using a google sheets automation script to do round robin ticket assignment. Is that still a viable option?

    0
  • Jessie Schutz
    Zendesk team member

    Hey Zane!

    The article that Graeme linked to is actually about using a spreadsheet solution, and it looks like people are still actively using it.

    We also have an app in our App Marketplace that might be worth looking into:

    0
  • Will Sanderson

    There should be way to set up both "round robin" and "load balancing" ticket assignment.  Freshdesk offers this feature natively and it works PERFECTLY.  I cannot imagine a reason why Zendesk (which is supposed to be the best out there) doesn't support this on any available tier (we are on Professional with add-ons already).  I've looked into the app Round Robin in the marketplace and it just isn't a good solution or even easy to use/maintain.  Plus, it's additional money for something that should already be offered natively.  I also don't want to be giving access to our Zendesk to third party services that I know little about.

     

    8
  • Nicole S. - Community Manager
    Zendesk Community Team

    Thanks for the feedback, Will! I checked around the Product Feedback forums, and didn't really see any threads that matched your request, so I would encourage you to head over there and share your feedback along with some details of your use case so that the Product Managers can understand what you're asking for, why you would need it, and how you would use it. 

    0
  • Jack Edwards

    agreed, round robin is a very basic function.  

    3
  • John Bowles

    This is a feature that most helpdesk software applications provide.  This needs to be incorporated as an out of the box feature for Zendesk.

    2
  • Mathew Pearson

    Is this for real?  How have you managed to convince people to use your software without a round-robin ticket assignment?

    1
  • Mathew Pearson

    like for real, this is a deal-breaker out of the box for us.

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi all -

    Round Robin ticket assignment is available; you can do round-robin ticket assignment using the free round-robin app.  

    -4
  • Wolf Hilbl

    Hi Nicole, 

    the round-robin app itself might be free, the service that is required to use it with more than 2 agents starts at 25$ a month.

    I would love to see the basic functionality within Zendesk. 

    6
  • Au Finh Saechao

    Thanks Will Sanderson for the inspiration. I'm excited to let you know that our Round Robin solution is now live! 

    (updated June 6, 2020)

    You can enable group restrictions so that you only pay for agents that need to use Playlist.

    Features:

    • Built on AWS, runs in your Zendesk
    • Auto-assigns every 1 minute
    • Round robin or load-balanced ticket routing
    • Select groups for queues
    • Prioritize queues
    • Agent inbox limit
    • Sound notifications
    • Agent availability
    • Report in Zendesk Explore or Looker
    • Team dashboard
    • As a supervisor, filter on agents that report to you
    • Agent status API

    This has got to be the easiest solution for evenly distributing tickets in Zendesk. 

    Try it out for free

    Contact us at support@myplaylist.io if you'd like to try out Playlist without a credit card.

    1
  • Bart

    @here,

    - Has there been any progress from Zendesks end to create this functionality which Will Sanderson has mentioned: Round Robin

    We get around 300 tickets a day - and it's a monumental task to simply assign them manually so we can spread the workload / balance whilst giving every person an equal amount to do. Yes we can play from the last ticket - but some like to skip some of the more difficult questions to simply look like they "solve" more than required. This is not a training issue which we have internally, this is a simple assign ticket as created to assignee 1 - then next ticket to assignee 2 etc. - Right now first reply time is biased as someone can jump on a newer ticket to one that was created 8 hours ago. Need this natively - not built by 3rd party apps. 

    Thanks

     

    3
  • Au Finh Saechao

    Bart totally agree that round robin should be core functionality. Given your volume, that's at least 5 hours a day! Until it's out of the box, I'd recommend checking out our Playlist app. 

    We recently added Round Robin and made it really easy to maintain. You can set up automated routing in just a minute. To make agents more accountable, you can create simple usage reports in Explore.

    In just a couple of months, you'll also be able to do a lot more, beyond round robin. Send us a message at support@myplaylist.io if you'd like to learn more.

    0
  • Варвара Шкатова

    Which news? We really need it. 

    To be honest, I'm a little shocked that this feature is not available by default, given the cost of the package and the functionality of competitors. :(

    This is the basic necessary functionality, which simply can not be configured through any additional, especially paid, apps. This is quite obvious.

    2
  • Jed Hollander

    Adding my 2 cents here. With all due respect to folks that have built apps for this, we shouldn't have to pay for a feature that is core functionality with almost all of your competition in this space.

     

    Would love to get details on where this is on your road map and if it's not, how do we get it on the roadmap? Just a quick search for the topic shows this feature has been asked for, for 4 years and counting now.

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Jed - 

    This feature is not currently on the roadmap, which goes out ~9 months into the future. The Round Robin app remains the current offering for this kind of ticket assignment. 

    To speak to how to get things on the roadmap, there are many factors that go into prioritization. The number of votes on a request in the community is one data point, as that helps our product teams to get a sense of how important a particular feature is to users, and how many of our customers it impacts. Detailed comments explaining how the issue impacts your workflow and why current workarounds or solutions are insufficient are also helpful. 

    Other factors include future developments (i.e. are we planning on doing something else to solve for ticket assignment challenges in the next year that would negate the need for this request?), market direction (is the feature requested something we're seeing most companies are moving away from?), technical complexity (would we have to stop work on all other features in order to accomplish this, or is it something that's fairly lightweight to implement?) and priority (what are customers asking for the most? What will have the greatest impact for the largest umber of people?) 

     Posting here and voting is the best way to influence the roadmap. If you have a managed account, you can also speak with your Success representative. 

    0

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