Round Robin assignment

Planned

114 Comments

  • Official comment
    Barry Neary
    Zendesk Product Manager

    Hi All,

    Good news!

    We have been working on a routing engine that will automatically route support tickets to an agent in a group based on the agent's status (online or offline) and the agent's spare capacity (how many tickets have they already been assigned vs. their max capacity).

    We are planning to have a general release in Q1, but are planning to have an EAP (early access program) before then. I will let you know when the EAP is available.

    Regards

    Barry

  • 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
  • Nicole Saunders
    Zendesk Community Manager

    Hi Erkin -

    I can confirm that building out a feature to solve for the issue of "Round Robin" ticket assignment is currently planned for later this year. We don't have any more specifics we can share publicly at this time, but the product team working on it has said that they'll post updates to this thread as more information becomes available.

    2
  • John

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

    2
  • 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

    2
  • 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?

    2
  • Christopher Gough

    Was this functionality ever released? Other competitors have this functionality and if we are expected to pay for an additional service, I can't see why we should continue using Zendesk. Thirteen years is an absurd amount of time for a standard function for a support ticketing tool... 

    2
  • Yvonne Uder

    I second what Nathan Cassella said - this feels like a joke.

    After all this time, and really good feedback from your customers on this valuable topic for almost all customer service teams out there, specifically those handling more than 10 mails /day, you really feel that this is an appropriate Update in this thread?

    Barry Neary can you confirm wether or not this function is usable for an account like us, currently no chat set up (on Enterprise Plan though) and we need this only for ticket assignments. 

    2
  • CJ Johnson

    Barry Neary That's really unfortunate to find out now that it's not even certain that this will ever be available for Live Chat, after being told for years, before Messaging was even a product, that we could expect this feature in the future. 

    It would have been nice to mention that this was a limitation to the implementation that was being built sooner, as it's clear from the thread there's a lot of interest from people on accounts that do not use Messaging. Currently, Messaging lacks any features to protect agents from third party harassment, it's not like we're being stubborn and refusing change products for no reason, it's lacking a critical, required element to protect agents from repeated harassment. 

    Should we be opening a new thread to request that this be a feature for accounts that use Live Chat? How can we as customers voice that we really would like Round Robin assignment available to accounts using Live Chat? 

    2
  • David Jacobson

    Thanks for the advice and links Graham!  You're right, ticket assigment is often done in more sophisticated ways in many help desk environmnets.  And Chris' article is very interesting and shows a nice approach to a "fair" assignment algorithm, especially for a larger or back-logged help desk.  But, I would actually be satisfied with something a little simpler (at least in version1) with my key interest, as you know, being that the *assignment* task take place automatically in some way (no human involved).

    Thanks for the tips!

    1
  • Jake Holman

    Hey Guys,

    This sounds like a great idea. There's potentially a few problems we would need to figure out solutions to (some upcoming feature and underlying processes not visible to yourselves, as well as general workflow) but ultimately it's a good idea.

    No promises on whether I can get back to you, but I'll be passing this to Development for further discussion.

    Jake Holman
    Zendesk Support

    1
  • Antonio Ortiz

    We're currently using a program that automatically assigns approximately 10 emails from the queue to individual agents. This works really well for us, a team of 15+ agents.

    We are in a Zendesk trial period right now and this is a bit of a problem. I'd rather not have someone spend time assigning out emails to different agents. Any other suggestions or workarounds for this issue? 

    1
  • John Beard

    It would be really nice to have round robin automation available natively.  Zendesk's competition is doing it already.  I would hope they see the light at some point or lose customers because of it.

    https://www.happyfox.com/automated-help-desk/

    1
  • Erkin M.Yaşar

    Any Update about Round Robin issue?

    1
  • Jon Schlueter

    Wow, can't believe this feature request will be turning 12 in a couple of weeks.  It's almost a teenager!  Time sure does fly!  @... are there any updates on when this is being rolled out?

    1
  • Josh Wein

    Hi Zendesk, can you share an update for this? Thanks!

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi Jon and Josh - 

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

    1
  • Theodore Wolf

    Hi Nicole,

    That is very exciting to hear! This is definitely something our team is looking to leverage.

    1
  • Oliver Jackson

    Can't wait for this!

    Will follow this thread for updates. :)

    1
  • Scott Patterson

    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

    1
  • Mike Goss

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

    1
  • Kieran Thorpe

    8 years ...

    1
  • Mario Valdes

    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.

    1
  • Yvonne Uder

    Barry Neary any news on this? Haven't seen it in the last reease notes and we would be over the moon excited, as I am sure others will be as well, if we can implement this before September (Black Friday/and pre x-mas business). 

    Look forward to an update from you. 

    Kind regards, 
    Yvonne 

    1
  • Iamnotthatnice

    Thirteen years... lol, I wonder if op David Jacobson is still around? Probably retired

    1
  • CJ Johnson

    Any timeline on when this will be available to accounts who use Live Chat? Messaging is a complete no go due to the current lack of any kind of banning and inability to control translations. 

    1
  • Nathan Cassella

    Barry Neary chat traffic and having messaging enabled are two different things.

    Our chosen bot (ADA) requires code to be embedded into our guide header; to avoid conflicts, all other bots need to be disabled. Using this product was a substantial investment, recommended by one of your partner organizations, as Zendesk's chat features (including messaging) are too rudimentary to support our business needs.

    I would like you to confirm that omnichannel routing can be used with third-party chat software that Zendesk advertises in their marketplace without needing to have messaging enabled.

    If you can not confirm this, please have one of your engineers test it to verify.

    If this will not work, your team needs to take this back to development and design a solution that works for all customers instead of requiring them to use a product/features (like messaging) that doesn't meet their business needs.

    1
  • Barry Neary
    Zendesk Product Manager

    Hi CJ, thanks for your feedback. Enabling routing for messaging and chat is something that is under consideration and certainly your views and the views of the others on this thread are being taken into account. I will hope to confirm soon what the decision is.

    Barry

    1
  • John

    Adding my two cents ...

    The fact that Zendesk is making the routing engine only available to instances that are using Messaging is really disappointing. 

    We started looking at Live Chat last year, only to find it didn't fit our needs and is probably going to be deprecated soon in favor of Messaging. So we tried Messaging, only to find out it lacks a number of features it'd need to even consider implementing it for our customers. After talking more with our customers, we found that they don't even WANT chat/messaging - so we have no need for it and wouldn't be implementing it anyway. 

    Now, we're trying to solve the problem of having to take the time of Technical Support Engineers to route tickets this way or that, to one teammate or the other, or take the ticket themselves. This takes time away from the work they should be doing, which is working to resolve those tickets. We hoped that through use of the new routing engine we'd finally be able to Round-Robin assign tickets to team members, removing the hassle and time suck of needing to have someone always watching the queue and assigning out tickets. 

    But ... it's only available to customers using Messaging. That is disappointing indeed. 

    Hoping for a change!

    1
  • Graham Robson
    The OG - 2021

    I've seen this used in workflow solutions where workload balancing needs to be managed. Typically, a count of how many active 'items' each member has is used to determine who to allocate next.

    I'd imagine that the rules engine could be readily used as a component to implement such functionality and provide further sophistication to target the most suitable agents based on skill sets. 

    Here's a link to an interesting method to manually help decide on allocation from Chris Busse (as spotted by Justin Flitter Zendesk Evangelists

    on http://www.linkedin.com/groups?gid=113452)

    http://www.chrisbusse.com/blog/tabid/55/articleType/ArticleView/articleId/39/How-to-create-a-custom-Backlog-by-Person-report-for-Zendesk.aspx

    Chris is able to use trend reporting to get a visual sense of loading between agents. This includes uneven loading that reflects real world business scenarios.

    David's point about the issues around push or pull allocation show that despite technology, the human phycology side plays a significant part.

    0

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