Round Robin assignment

Planned

103 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

    -1
  • 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

    -1
  • 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
  • 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
  • Barry Neary
    Zendesk Product Manager

    Hi, we are beta releasing routing combined with unified agent status in mid August 2022

    -1
  • 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
  • Aran Liu

    Christopher Gough Interesting thing is, Zendesk sells for CRM has a round-robin function

    0
  • Barry Neary
    Zendesk Product Manager

    Hi All, 

    The plan is still to beta release omnichannel routing in August - stay tuned!

    Barry

    -1
  • Sara Ledger

    Barry Neary - Will an announcement be made when the beta is ready so we can apply for the beta program?

    0

Please sign in to leave a comment.

Powered by Zendesk