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Round Robin assignment

Planned
David Jacobson
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.  :-)

96 Comments

  • Jessica Chase

    Brett Bowser Thanks so much for sending that my way, looks like we aren't a best fit for the EAP since we haven't switched over to Agent Workspace. I will talk to my team about the lift and capacity we have to switch over. 

    0
  • Brett Bowser
    Zendesk Community Manager
    That sounds great Jessica :) Let us know if there's anything else we can help with in the meantime!
    0
  • Barry Neary
    Zendesk Product Manager

    Hi, we are preparing for a General Release of our omnichannel routing engine in Q3. I will post here when we have an exact date

    Barry

    0
  • Yvonne Uder

    13 years after this thread was started, I really hope it's available by now. Been trying to find a best practice/recipe to solve this exact challenge in our account. Anyone here any updates? 

    If no solution within Zendesk, is the Round Robin App still the best way to go? 

    3
  • Barry Neary
    Zendesk Product Manager

    Hi Yvonne Uder

    We have had an EAP running for the past few months, and the routing engine is going to be released in Q3 

    Barry

    0
  • Bill French

    Thirteen years is roughly two eons in Interweb years. ;-) Only Airtable has taken more than a decade to add the Split() function and that clock is still ticking to this day.

    On August 8th, 2013 I crafted a solution for BetterCloud (Mike Stone). It was a round-robin assignment for Zendesk and BetterCloud loved it. I used Google Apps Script and it became widely used by many Zendesk admins when BetterCloud shared it openly here.

    I'm amazed that no one has taken this to the level where AI and GPT-3 could take it now that so many more intelligent things are possible. Where's the innovation for a process that is so critical and needed by so many organizations?

    0

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