Request: round robin assignment
PlannedIt would be great if Zendesk had an integrated, native feature to auto-assign tickets to agents (at no extra cost) - either round robin or other rule based methods. There are a number of workarounds out there, such as the round robin app or using a Google script, however these aren't great and a native feature would be so much better.
Many of Zendesk's competitors have auto-assignment, and its a basic feature which would be a huge benefit.
Please could consideration be given to developing this?
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Official comment
Hi everyone, we realize this is a big issue for a lot of our customers and this is something Zendesk is planning to solve for. We'll post our updates in this thread once we have more to share.
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Doesn't the Play button and Guided mode basically do this?
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Our agents aren't full time - they are general administrators who will spend some of their time answering tickets. Because of the way they work the play button wouldn't achieve the same thing.
Not sure of what guided mode is, but it seems unobtainable to most as its only Enterprise plan.
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What is the problem that you are trying to solve?
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Mainly - we have triggers which assign tickets to a group and then agents in that group self-assign. I'd like tickets to be auto-assigned to an agent randomly within that group.
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Yeah, I don't think the tool can do that - but I can see it being useful.
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