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Round Robin assignment

Planned


Posted May 28, 2009

It would be nice to be able to setup an Automation or a Trigger that \*automatically\* assigned new / unassigned / or tickets in a praticular group to an agent using a Round Robin algorithm.  We currently use an APEX app in SalesForce that does this.  I am using the Zendesk suggestion of a "First Line" group where an agent can then assign those tickets to another agent.  \*But\*, our other help desk operators are greatly suspicious of any human that tragically chooses to play that "assigner" role and inevitably plot their demise. If this type of automation is possible using the exiting features, please do share.  :-)

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157 comments

Hi Nicole,

Are you able to confirm if this is planned to just be in development later this year, or if this is planned to be released before the end of the year?

Thanks,

SP

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according to this comment in another thread, it's already released. 

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Micah, that's a 3rd-party app, which unfortunately will not work for us. Eagerly awaiting this as core functionality.

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thanks for the clarification. 

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Just adding a comment so I can follow. 
I remember seeing this thread when I first installed Zendesk 4 jobs ago! 
How we doing?

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Barry Neary

Zendesk Product Manager

Hi, we are actively working on an omnichannel routing capability and I should be able to update you with a firm release date by end of year. 

Barry

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8 years ...

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+1

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Looking forward to that EAP for sure!

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@...

"...This continues to be planned for development later this year. No new updates at this point in time"

Is that statement still valid?

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Barry Neary

Zendesk Product Manager

We are looking to have an open EAP in January (doing final load tests at the moment). I will publish here when this is available....

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Hi Barry Neary, will there be any special requirements to access the EAP (one published obviously)? Because our team would love to test this new functionality.

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Barry Neary

Zendesk Product Manager

Hi Mario,

You will need to have an Enterprise plan subscription - more info can be found here

Barry

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Ben Greeno

Zendesk Luminary

Hi Barry Neary, is there any update on the timing of this EAP?

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Hi Barry, I have signed up for EAP a week or two ago. When can I expect to have this functionality tested from my instance?

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@...- Hi Nicole, any new update on when can we expect the feature to go live. Been long waiting for it

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Barry Neary

Zendesk Product Manager

Hi Denny Lee: We received your form on 6th Jan and its currently being process - it will likely be a few more days to enable, I will email you directly once its switched on for your instance

 

Barry

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Barry Neary

Zendesk Product Manager

Hi Drishti Tayal,

We have now EAP'd Routing - the signup form is here

 

Barry

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Barry Neary

 

13 years after the request. better than nothing! i'm excited =)

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any new update on when can we expect the feature to go live (Round Robin assignment) ?

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Barry Neary

Zendesk Product Manager

Hi Anita Rajkumar
We are running a closed EAP at the moment for Enterprise plan customers, with a GA likely later on in Q1 2022.

Regards

Barry 

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Are there any updates on the GA release for Round Robin ticket assignment?

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Hi Jessica, 
 
No updates since Barry Neary's comment right above yours, from February.

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 thanks for the tips and connections! You're correct; in many help desk environments, ticket assignment is done in more complex ways. Chris' paper is also extremely fascinating and demonstrates a good approach to a "fair" assignment method, which is particularly useful for a bigger or backlogged help desk. However, I'd be OK with something a little simpler (at least in version 1), with my main concern, as you know, being that the *assignment* duty be completed automatically in some fashion (no human involved).

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Is there an update on the GA release for routing?

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Brett Bowser

Zendesk Community Manager

Hey Jessica,

The routing EAP is still active here if you want to take a look at what it includes: What is the Routing EAP?

They're still releasing new features for this EAP with the next release expected some time in June.
 
I hope this helps!

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Hi Brett,

Thank you! Is the EAP closed? Are you saying that it's expected to go GA in June or the EAP is still going to be in progress in June? 

Thanks,

Jess

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Barry Neary

Zendesk Product Manager

Hi Jessica Chase

The EAP is still ongoing - are you participating in it? It looks like a GA will be slightly delayed until July now

Barry

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Barry Neary No, we are not in the EAP but would love to be. 

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Brett Bowser

Zendesk Community Manager

Hey Jessica,

Have you had a chance to fill out the following form for joining the EAP? Routing sign up form
 
 

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