Automatic dispatch of the tickets between several agents

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4 Comments

  • Nicole - Community Manager
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    Hi Philippine -

    Do you have specific criteria by which you would want specific tickets routed to specific agents, or do you just want the system to evenly distribute the tickets amongst all of your agents?

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  • Philippine
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    Hi Nicole, 

    I don't have specific criteria. I just want the system to distribute randomly the "new" tickets between specific agents : we are two for now but we are going to expand our team. 

    Many thanks in advance for your help and reply :) 

    Best

    Philippine 

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  • Nicole - Community Manager
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    Hi Philippine -

    There is a free app in the Zendesk Marketplace called "Round Robin" that can automatically assign tickets across your team for you - I think it might be just what you're looking for.

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  • Au Finh Saechao
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    Hi Phillipine, 

    You can also distribute tickets randomly to agents with our Playlist Ticket Assignment app on the Zendesk Marketplace. We just recently added a lightweight round-robin option that is really easy to set up. Perfect for just a couple of users and does exactly what you're describing.

    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

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