Round robin ticket assignment

111 Comentarios

  • Eric Fung

    I can vouch for this document's effectiveness, so thanks, Michael. However, I did notice that after about a month of running it, the assignment log had grown so large that it started pushing on the maximum size of a Google doc. I made a new copy to start fresh, but it may make sense to have more options to prune the assignment log after X days have passed or after it gets to be a certain size.

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  • Justin Graves

    Just a heads up-- the Round Robin won't work if you disable the setting for "Enable tags on tickets".

     

    I wanted to (and did) disable tags on tickets when I realized it would hide the tags from our agents and free up that screen real estate. I did this only after doing some testing and seeing that doing this actually doesn't stop ZD from tagging the tickets, it just stops presenting those tags to the agents.

     

    Unfortunately, even though Zendesk continues to tag your tickets in the background, apparently the tags need to be in the foreground (for lack of a better term) in order for the Round Robin to function.

     

    See screenshot for location of this setting.  ....and yes, I can screw up almost anything :)

     

    PS- Re-enabling this setting in ZD, waiting 10 minutes, and re-running the round robin processed the backlog of unassigned tickets.

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  • Ravi Kant Verma

    Request failed for  https://arcserve.zendesk.com/api/v2/search.json?query=type:ticket%20status:new%20assignee:none returned code 401. Truncated server response: {"error":"Couldn't authenticate you"} (use muteHttpExceptions option to examine full response) (line 160, file "zendeskMakeAssignments")

    getting the above error

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  • Ravi Kant Verma

     

    and after clicking on details

     

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  • Ravi Kant Verma

    error screenshot attached

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  • Christopher Louie

    Looks like changes to Zendesk's platform makes this workaround unusable. Looking for insight to resolve this. Christopher

    Here's the output of running each process:

    testGetFormColumn

    Method Range.getComment is deprecated.Collapse*File: *zendeskMakeAssignments *Line: *313The method has been marked as deprecated which means that the feature should be avoided and may be removed in the future. Consider using an alternative solution.

    with a similar message after running makeAssignments

    Cannot find method getRange(number,number,number,(class)). (line 285, file "zendeskMakeAssignments")

    seekOpenTickets

    Request failed for https://undefined.zendesk.com/api/v2/search.json?query=type:ticket%20status:new%20assignee:none returned code 404. Truncated server response: { "error": { "title": "No help desk at undefined.zendesk.com", "message": "There is no help desk configured at this address. This means t... (use muteHttpExceptions option to examine full response) (line 159, file "zendeskMakeAssignments")

    a similar message for getOpenTickets

    Request failed for https://undefined.zendesk.com/api/v2/tickets/recent.json returned code 404. Truncated server response: { "error": { "title": "No help desk at undefined.zendesk.com", "message": "There is no help desk configured at this address. This means t... (use muteHttpExceptions option to examine full response) (line 137, file "zendeskMakeAssignments"

     

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  • Michael Stone

    Hi all,

    @Ravi, Sorry your having trouble with this! Unfortunately, I am unable to view the screenshots you have provided. Would you mind sharing them with me here: mike@bettercloud.com

    @Christopher, Interesting, the script is still working on our end. Would you mind sharing your script with me so I can take a look at it? Please share with: mike@bettercloud.com

    Thanks!

    Mike

     

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  • Ravi Kant Verma

    I tried too many times but dropped the ball now. You can ignore my request on this.

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  • Christopher Louie

    @Michael will do

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  • Michael Stone

    @Ravi -- sorry to hear that! If you decide to give it another try feel free to reach out.

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  • Ryan Hester

    Hi ZD Community -

    This may be common knowledge for the more technical, but be sure to EXCLUDE the [ ] when you enter your information in to rows 10, 23-25 in the script editor.  

    Hope this saves you some time troubleshooting

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  • Jennifer Rowe
    Zendesk Documentation Team

    Ryan, thanks for sharing the troubleshooting tip!

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  • Elisa Mougey

    Hi all,

    We have also been using this application for a few months, and it was a life changer.

    I am however encountering an issue.

    I know that this application's template was created on the old version of Google Sheets, which works fine for me.

    The issue is, if I create an application from scratch using the newest version of Google Sheet, the application does not run.

    I receive the error message

    "Line 63 - Your spreadsheet has reached the maximum of 5000 characters per cell".

    Line 63 in the script is the following:  logSheet.insertRowBefore(2)

    I cannot figure out what causes this error.

    Has anyone run into a similar issue?

    Thanks

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  • Melissa Mitchell

    I am also receiving the error below when trying to run the MakeAssignments trigger

    Request failed for https://raceitsupport.zendesk.com/api/v2/search.json?query=type:ticket%20status:new%20assignee:none returned code 422. Truncated server response: {"error":"invalid","description":"Invalid search"} (use muteHttpExceptions option to examine full response) (line 160, file "zendeskMakeAssignments")

     

    I didn't make any changes to the code so I'm not entirely sure what's going on... @Gareth or @Michael what was the solution for this?

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  • Marcos Oshiro

     

    Here i am receiving the error

    returned code 401. Truncated server response: {"error":"Couldn't authenticate you"

     

     

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  • Erin Boyle

    Hi all,

    I'm doing some research on the problems Zendesk customers are trying to solve with this (or other) round robin processes. If you're interested in chatting with me about round robin or the general problem of agents cherry-picking tickets, drop me a line at eboyle@support.zendesk.com.

    Thanks in advance!

    Erin

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  • Amanda Winston1

    Hi folks!

    I'm trying to get this going, but I'm having trouble.

    Looking at the Execution Transcript I can see that it's isolating out the right tickets, (the ones unowned ones with the tag).

    But the script is consistently throwing this error:

    Your input contains more than the maximum of 50000 characters in a single cell. (line 63, file "zendeskMakeAssignments")

    Any insight is appreciated!

     

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  • Michael Stone

    Hey @Amanda,

    Sorry for the delay in response! Please try commenting out (or completely deleting) line 32:

    "debugSheet.getRange("A2").setValue(searchTickets);"

    To comment it out, simply add "//" to the beginning of the line. It will look like this:

    " // debugSheet.getRange("A2").setValue(searchTickets);"

    Once you have done this, re-run the script and let me know the results.

    Thanks!

    Mike

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  • Amanda Winston1

    @Michael,  Thank so much! That did in-fact allow the script to the ticket assignment; I think we're good! :D

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  • Michael Stone

    Awesome @Amanda! Happy to help.

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  • Michael Stone

    Hey Nadia,

    Google is experiencing some serious issues today which are almost definitely causing these failures:

    https://status.cloud.google.com/incident/appengine/15025

     

    Hope this helps. Sorry for any inconvenience.

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  • Erick Ely

    Google apps is back up but the problem still persists.

    Seems like the zendesk API might be acting up. I get the following header when trying to assign via curl:

    X-Zendesk-API-Warn: Removed restricted keys ["{\"ticket\":{\"assignee_id\":0000000000}}"] from parameters according to whitelist

    *note, I changed the actual assignee_id to all zeros.

    The call I made was:

    curl https://ttgithelp.zendesk.com/api/v2/tickets/00000.json -H "Content-type=application/json" -d '{"ticket":{"assignee_id":0000000000}}' -v -u email@removed.com/token:tokenremovedforsecuritypurposes -X PUT

     

    I am getting the same "removed restricted keys" warning header with any PUT /api/v2/tickets/{id}.json call.

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  • Michael Stone

    Thanks @Eric, I'm still experiencing issues as well. Wrote into Apps Script help forum and community. Hoping to hear back soon. I'm experiencing this issue with a number of scripts and APIs. Not entirely sure it's specific to Zendesk API, but definitely possible.

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  • Nadia Esteves

    Hi Mike

     

    You are a legend just made the changes on my end and round robin is working again.

     

    Thank you for your help!!

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  • Michael Stone

    Awesome!! Happy to help

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  • Ryan Hester

    Michael, you've done it again. Thank you tremendously.  It's truly appreciated.

     

    @communitymoderator - Not to underscore the work Michael has done for me and others in the Zendesk community, but can you please explain why we can't have this added as an application or out of the box functionality for Zendesk? 

     

    Thank you! 

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  • Alina Mishina

    Michael, thank you for your help! The script works now. Could you please shed some light, what was the reason? Was something changed in ZenDesk API?

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  • Michael Stone

    Hey Alina,

    Apologies for the delay. The script broke due to a change Google made on the Google Apps Script service. More specifically, they changed the way you configure the headers of an OAuth request.

    For more info, take a look here: https://plus.google.com/u/0/+MichaelStone4/posts/2Qe7UbFnRZC

    Hope this helps.

    Mike

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  • Erin Boyle

    Hi all,

    We've just opened up a new beta for a feature we're calling Play-only Agents. This is not a round-robin assignment feature, but rather a way to indicate certain agents should only be able "Play" through views. The intention behind the feature is to help prevent cherry-picking of tickets, but also ensure certain agents are working on tickets in the correct order.

    If you're interested in learning more and participating in the beta, please sign up here: goto.zendesk.com/playagentsbeta

    Best,
    Erin

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  • Amanda Winston1

    Hello fellow Zendesk and Round-Robin enthusiasts!

    Strangely I cannot add additional columns to my existing Round Robin app to assign based on a new tag.  Despite leaving the default of checking the first 12 columns.  

    And after hving so much trouble with the functioning app I created got the template fresh from the link in this thread's originating post and when I get that new one going (and I've done it three times now) it seems to get stuck after looking at 100 tickets (per the Assignment log).  I've been studying the script in the script editor. Besides what I've already tried, I'm not sure where to start - I'm really stuck!

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