Native Automatic Assignment

4 Comments

  • Nicole S.
    Zendesk Community Team

    Hi Nitin,

    Thanks for sharing your feedback, and welcome to the Zendesk Community! Can you tell us more about why having it as an app isn't working for you and what kind of impact integrating it natively would have on your workflows?

    1
  • Nitin Walia

    Thank you for your quick response, Nicole. 

    The challenges with using the Round Robin app are that:

    • Because it is a new third-party, we would need to put through our vendor infosec review process internally. 
    • There is an incremental fee assocciated with it.

    I would think that most any support team would benefit from this functionality, so it feels like it should be core to the product.

    1
  • Au Finh Saechao

    Nitin Walia I hear you.

    As developers of the Playlist Ticket Assignment app, we totally get it and can attest to these challenges. The vendor review process can be quite daunting, and some clients may even require one for free apps that only work within Zendesk (does not connect to any servers).

    That's why we make sure our customers get as much as possible out of Playlist. It's more than just a round robin app, and it just keeps getting better. We recently added: Agent Availability Reports, Auto Merge, Dedicated Support, and an API. You can also expect more awesome tools in the next couple of months.

    All of our apps are optimized to improve the customer experience, so there's a good chance that you'll want to try more than just one.

    0
  • Nicole S.
    Zendesk Community Team

    Thanks for the additional detail, Nitin!

    0

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