Mike Marshall

Things have gone very quiet on this front. For me (and it seems many others) auto-assignment is the part of case management where Zendesk falls down, after a few months of using the system it's still manual allocation throughout every day to ensure a fair split - on this front we might as well be using Outlook.

This 'round robin' methodology is a good way to fix; if you could assign working hours for each team member (which can vary day by day, i.e. 9-6 Monday, 10-7 Tuesday, 8-1 Wednesday, etc) and evenly distribute tickets coming in outside of working hours between the support agents who will be in the following day this would put you in a great starting position for the next day.

Tickets coming in within working hours can simply be distributed to the agent who is in working hours and with the fewest outstanding tickets, or evenly split between any who are currently in working hours.

Come on guys at Zendesk, make this happen!