What is the easiest way to setup round robin ticket assignment

12 Comments

  • Graeme Carmichael
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    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.

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  • Zane Condren
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    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?

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  • Jessie Schutz
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    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:

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  • Will Sanderson
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    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.

    +20 points to Freshdesk

    Zendesk developer homework  -->  Read this:

    https://support.freshdesk.com/support/solutions/articles/196581-understanding-automatic-ticket-assignment-to-agents-within-a-group

     

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  • Nicole - Community Manager
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    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. 

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  • Jack Edwards
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    agreed, round robin is a very basic function.  

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

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

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

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  • Nicole - Community Manager
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    Hi all -

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

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  • Wolf Hilbl
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    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. 

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  • Au Finh Saechao
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    Thanks Will Sanderson for the inspiration. I am excited to let you know that Playlist's round-robin solution is now live! 

    Check out the demo

    Features

    • Runs every 2 minutes
    • Use a classic, round-robin model or route to least loaded agents first
    • Use existing views to set up queues
    • Drag and drop to change the 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

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

    Coming soon:

    • Skills-based routing
    • Automatically set agents to "Away" if they've been idle for a while

    Try it out for free: https://myplaylist.io/zendesk/round-robin-app

    Nicole - Community Manager FYI

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