Round Robin assignment

Planned

134 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 U.

    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
  • 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... 

    3
  • Yvonne U.

    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. 

    3
  • John

    Well, as of today we are disabling Omnichannel routing.

    It keeps picking just two agents and going back and forth between them, even when other agents are online and have capacity. I set capacity at 10 for all agents, and it's not assigning tickets to agents with 1 open ticket, but choosing these two agents over and over, who have 0 open and 2 open, respectively. 

    We really need it to distribute tickets evenly, and it absolutely does not do that. 

    We're also finding that ZD sets folks offline for no reason - even while they're actively working. 

    We also submitted a support ticket outlining these issues on Tuesday, here it is Friday and no one has even responded

    So, disabling Omnichannel as it is just not ready. 

    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
  • 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
  • John

    Even with Omnichannel routing, it still doesn't Round Robin assign tickets. Truly, the logic behind the routing is still a bit of a mystery as there are no settings other than "if it has x tag, then route it" and capacity settings. 

    It still will give one agent 7 tickets, the other 2 when they have the same number of OPEN tickets in each of their assigned queues. Very strange. 

    ZD needs to continue to enhance this to allow for configurable logic. 

    2
  • Bill French

    >>> It still will give one agent 7 tickets, the other 2 when they have the same number of OPEN tickets in each of their assigned queues.

    >>> I am pretty sure most people would like a  configurable logic like "if agent has 5 open tickets, assign 5 more" I thought this is what was being developed here

    In 2013 I began following this thread only because I had developed a simple, but effective Round-Robin system in 2011 for a client using Google Apps Script. That app was really productive for my client's team and I believe they even openly shared it in 2015.

    Here we are 9 years, 11 months, and 13 days later and it appears the target objective has not been reached. Based on the thread, it doesn't appear that it's even close to being ideally suitable or close to matching customer expectations.

    You realize that since this thread began, a sizeable amount of American history has occurred. Couples have married. They've conceived babies, raised them, and these kids are now just a few years from middle-school. Tesla Reinvented the automobile. SpaceX reliably lands reusable rocks backwards. And StarLink has launched more than 3,500 satellites. GPT-3 has a multi-trillion parameter AI model capable of writing complete articles and answering almost any question. All while Zendesk tried to get round-robin assignments to work. Unbelievable.

    I have a very long and storied tech career starting with LapLink (which was really a 1982 project to move data from the Space Shuttle computers to IBM desktops), and then QuickSite in the 90's, MyST in the 2000's, and real-time analytics, and CyberLandr today. And despite this long tech career, this round-robin thread has been alive for 25% of my entire time in tech. I eagerly watch for messages hoping to read the final one. The message that signal this "feature" now exists and customers are thrilled to use it to create hyper-productivity for their support teams.

    >>> We have the ability to define you own routing logic on the roadmap....

    Really? I thought that was the essence of the roadmap in 2013.

    If the right mix of tech and process logic didn't leap into the hands of customers within one year, ten more years is not likely to make it happen. Besides, the nature and topography of this problem has now dramatically changed because AI is how it should be solved. If there isn't a healthy dose of machine learning in the architecture of this feature, it should be scrapped.

    Just sayin' ...

    2
  • Christopher Gough

    I couldn't agree more, and as a result of this tardiness approach to their customers, Zendesk is very low down on my evaluation for a supporting tool next year. 

    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
  • Avi

    Really want to see this functionality at some point. It factors in with high and low ticket volumes. With high volume it's hard for agents to know where to go so this gives them some more direction when say 5 agents are on with a volume of 400 tickets and 80 have been auto-assigned to them.

    Then on the flip-side with low volume it gets tedious having to spam the refresh button in the new Zendesk (since an auto-refresh plugins in a browser really jack things up with the new Zendesk). So, in this case, auto-assigning helps distribute the work evenly without agents having to spam that refresh button to see if there are new tickets. :)

    That said, are there any plans for the new Zendesk layout to auto-refresh? That'd be wicked helpful.

    Thanks!

    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
  • Eski Admin Hesabı

    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 U.

    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

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