Auto Assignment depending on Agent Shift
AnsweredHi,
We have 5 agents working in multiple shifts for 24/7 support.
- I want to auto assign tickets to available agents depending on the shift
- I want to re-assign tickets to Agent B during his shift, originally these tickets were assigned to agent A during his shift
Please let me know how can we achieve this
-
Hi Shashank Agrawal.
Please take a look at the Round Robin app, I think it would do the trick.
#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io -
Hey,
The app is finally here https://www.zendesk.com/apps/support/auto-assignment/?source=app_directory
Assigns tickets to agents as soon as they open the ticket. Plus it doesn't do the same for Admins & Owner accounts so that they can freely audit.
It works in play mode as well and also re-assigns the ticket if another agent opens the ticket.
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