Round robin ticket assignment

110 Comentarios

  • Rob Baker
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    Michael, this is quite possibly the coolest thing I have come across so far on the Community to date.  This is perfect for our use case to round robin assign aging tickets in our Unassigned queue.  I made a number of changes to the script to compensate for this use case as well as stuffing the global vars in Properties so each function could be called independently.  Finally, I changed the scope of the search to only look for tickets with tags of interest and limit the number that can be assigned to 10 per pass to avoid a situation where a huge number of tickets could be auto-assigned all at once and when only a small number of agents are active.  This saved a TON of effort writing a full blown we app and front-end to get us out of a tight spot operationally.  Thanks so much for sharing with the Community!

     

     

     

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  • Michael Stone
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    Hey all, 

    Rob Baker was kind enough to share his version of the Zendesk Round Robin Script titled 'Zendesk Roulette (ZDR)'. Here is a list of the new features and a link to the updated script:

      * Added Properties so that each function could be called independently
      * Added a main function so script can be manually run
      * Added search filter changes to limit results to only tags of interest and oldest tickets first
      to avoid hitting script processing time limits
      * Limited assignment to a maximum of 10 tickets per pass to avoid the entire queue from being assigned at once
      * Fixed an issue where the last agent assigned would continue to be pushed tickets if there were no active agents
      including the previously assigned agent
       
      Variables that need to be populated prior to use
      * [YourSheetID]
      * [YourSubDomain]
      * [YourUserName]
      * [YourToken]
     

    * [YourTags]

    https://github.com/grnhse/zdr/blob/master/zendeskMakeAssignments.gs

     

    Let me (or Rob) know if you have any questions.

    -Mike

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  • Michael Stone
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    Hi Melissa/Mark,

    The document does not need to be open in order for the script to run. Step 5 in this guide will run this script every minute in the background and ensure that your tickets are assigned.

    Please let me know if you have any other questions.

    Thanks!

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  • Bart
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    Rob Stack

    This post goes back 7 years for a native round-robin feature request. Ideally, the idea would be to simply assign new tickets created to agents / groups etc which have not had a trigger or automation which automatically routes them to an agent specifically. So the condition would be that the trigger doesn't open the ticket in an agents name. Automations and triggers can still apply to new tickets - but if they are sitting there in a new state, the idea would be the feature automatically assigns tickets to the agents in the pool. 

    I've posted this here: https://support.zendesk.com/hc/en-us/community/posts/209524427/comments/360011603153 and I think this has been mentioned in other posts. 

    Just to give everyone some of the reasons why we need this. Explore reporting has a First Reply time KPI - but this is based on when you first reply to the ticket. Now we can have agents working on the most recent, and some on the older tickets which will likely have been skipped as they are more difficult to deal with. This doesn't help our agents learn the more difficult questions, so we need to simply nudge them to take on these types of questions. 

    Secondly we get on average 300 tickets a day about various questions incidents, tasks or more. We'd need to employ just one person to sit there and click on a ticket to assign it to someone. We also have agents in different timezones, so equally it would be great to have the feature automatically pick up which timezone the request came from and assign it to those agents specifically as they can get more done replying to someone who is awake vs those still sleeping away. 

    If anyone already has a great process of doing this manually, it be great to know how you've set this up. 

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  • Neil
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    Coming from Service Cloud I was initially frustrated by this lack of functionality in Zendesk - it seemed like table stakes for a support platform. I grudgingly implemented the Round Robin app. It is actually pretty cheap and works very very well, probably more so than any native functionality would, had ZD actually built it.

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  • Wes Drury
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    Great tip Michael - thanks for sharing.

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  • Eollivro
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    Hi, 

    I'm trying to set up the script but I'm facing some authentication issue.

    the exact error message is : Request failed for  https://smartadserver.zendesk.com/api/v2/search.json?query=status:new%20assignee:none returned code 401. Truncated server response: {"error":"Couldn't authenticate you"} (use muteHttpExceptions option to examine full response) (line 154, file "zendeskMakeAssignments")

     

    I've followed each step of the documentation and I can't figured where I got something wrong.

    I've posted a message here : https://support.zendesk.com/entries/41277273 but no solutions came up from here.

    Am I the only one facing this kind of problem?

    Thx

    Edouard

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  • Nadia Esteves
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    Hoping someone could assist I am getting the below error and our calls are not being assigned to anyone

     

    Bad request: https://fctsa.zendesk.com/api/v2/tickets/102497.json (line 193, file "zendeskMakeAssignments")

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  • Michael Stone
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    Hey all,

    Figured it out -- you will need to:

    1) Head into your script (Tools > Script Editor)

    2) Replace lines 182-190 with the following:

    https://gist.github.com/anonymous/179b6b18b28afc2351d3

    I've updated the template file attached to this post as well.

    Let me know if you have any questions on this.

    Mike

     

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  • Eva Keyes
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    @michael, looks like the URL format for the spreadsheet may have changed again. Can you confirm what information I need to be putting in line 10? I've tried all kindsa combos, no dice.

    Thanks!

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  • Jessie Schutz
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    Hey Issac!

    You can find the user ID in the URL for each individual user profile: 

    If you're on the Professional or Enterprise plan you can do a user data export, which includes the user id as well.

    If you have a lot of agents, and you're not on Professional or higher, your other option is to export the info using our API.

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  • Jennifer Rowe
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    Wow, that's awesome. Thanks for the update Mike and Rob! 

    Mike, thanks for adding info about the update to the body of the post as well!

    This tip is such an oldie but a goodie. Glad to see it's still so popular and useful to the community!

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  • Melissa Mitchell
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    Does this process run even if the Google Docs is closed or do I need to keep the document open in order for this to work?

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  • Mark Stubbins
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    Same question as Melissa, does the Google Doc need to be open for this process to work ?

    Zendesk - Any chance that ticket round robin assignment may become a standard feature ?

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  • Christopher Louie
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    Hi Michael,

    Thanks for the tip!

    I'm having a problem with this; the script seems to running even when the Active is set to "No".

    It even ran with all agents set to "No"

    Thanks!

    Christopher

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  • Christopher Louie
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    Hi all,

    Anyone else here experiencing time lags when running the minutes trigger. This started after Zendesk's latest updates on Sunday morning, 6/1/2014

    Christopher

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  • Gareth Bristow
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    I am receiving an SSL error:

    SSL Error https://{domain omitted}.zendesk.<?>/api/v2/search.json?query=type:ticket%20status:new%20assignee:none (line 160, file "zendeskMakeAssignments")

    The API query looks fine so I'm not sure what's going wrong.

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  • Elisa Mougey
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    Hi all,

    I would be really interested in using this application as follow:

    All tickets coming from a specific channel are assigned to 4 agents.

    Could someone help me understand how to create the proper trigger to achieve this using the Round Robin application?

    Thanks a lot in advance!

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  • Michael Stone
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    @Christopher Louie -- are you still experiencing issues with the Active field? Feel free to share your sheet with me and I'll take a look (mike@bettercloud.com)

    @Gareth -- Interesting, have you made any changes to the original code?

    @Elisa -- In order to achieve this you would create a Trigger that would automatically assign a tag to tickets open via that specific channel. Once you have done this, add the specific tag to the column header so the tickets can be assigned properly.

    Thanks!

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  • Elisa Mougey
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    Hi Michael,

    Thanks a lot for your help, this is really appreciated (especially as I am struggling a bit with the process).

     

    The tickets I want to assign all come from a mail channel, say GMAIL.

    Every single ticket submitted through this channel is automatically assigned to the view UNASSIGNED GMAIL TICKETS with the tag "gmail_elisa".

    Now, I want all these tickets to be assigned evenly among 4 agents (all 4 agents are constantly active).

    I have created my Zendesk Round-Robin app as shown in the screenshot.

    I have then created a trigger to add the tag "Mail_Tag" to all Tickets coming from my GMAIL channel as below:

    Meet ALL of the following:

    Ticket is created

    Ticket channel is GMAIL

     

    Is this in anyway correct?

    I really, really do appreciate your advice with this and I thank you in advance for your precious help.

    Perform these actions:

    Ticket: Add Tags Mail_Tag

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  • Gareth Bristow
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    @Michael: No, I have only configured the required sections.

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  • Christopher Louie
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    @Michael Stone - Great, I've just shared the sheet to you with comments privileges. Let me know if you see anything.

    Thanks! Christopher

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  • Michael Stone
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    @Gareth @Christopher @Elisa I'd love to schedule a call with each of you to discuss these problems. Feel free to shoot me an email at mike@bettercloud.com and we can schedule some time to chat.

    Thanks!

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  • Eollivro
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    please, just ignore my previous message, I got it right :)

    Ed

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  • Justin Graves
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    For any other n00bs out there, here are some tips where I initially screwed this up but eventually got it working:

    Tip 1 (related to step 4, bullet 2) - Google spreadsheets have a new URL format

    There isn't any ampersand (&) symbol in the Google Docs / now Google Drive URL.  Instead, just grab the info after https://docs.google.com/spreadsheet/ccc?key= and before #gid=0. (see attached screenshot - I obscured my spreadsheet ID)

    Tip 2 (related to step 4, bullet 5) - Save the API setting

    If you don't already have Token Access enabled in Manage > Channels > API, you need to check that box AND CLICK THE SAVE BUTTON.  I checked the box, copied the API token and went on my merry way only to find out that nothing was happening... until I went back and double-checked everything and figured out that I hadn't clicked the save button on that settings page.  Also note that Zendesk issues a new API token if and when you enable it for the second time.

    Hope this saves someone a headache.  Happy Zendesking!

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  • Jennifer Rowe
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    Justin, thanks so much for sharing your tips! I will add these to the article--I don't think Michael will object. I'm sure this info will save some headaches.

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  • Gareth Bristow
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    @Michael Stone: Thanks again! It's working perfectly now.

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  • Michael Stone
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    Hey all,

    @Justin @Jennifer -- thanks for the additional tips! Please feel free to add these to the article, no objections on my end :)

    @Ed -- Happy you were able to sort this out! If anything else pops up feel free to shoot me an email -- mike@bettercloud.com 

    @Gareth -- Awesome! It was great speaking with you. Happy I was able to help.

     

     

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  • Justin Graves
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    @Christopher - I ran into the same issue you did, where we set every agent to "No" but tickets were still getting assigned.  What happens, just so everyone knows, is that every New ticket with the specified tag will get assigned to whichever agent has the "x" in the queue column of the Google Docs/Drive spreadsheet.  Not a great time for that agent...

    I emailed Michael for a fix and it was so simple I had to palm my forehead-- just remove the "x" from the queue column. Knowing this, we can now effectively turn off the round robin system altogether if needed from time to time.

    Thanks for a great app Michael!  You made me a rockstar with my boss today :)

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  • Christopher Louie
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    @Justin, interesting. That hasn't been our experience. I just repro'd the problem again. With all agents toggled to "No" the agent at the top of the queue repeatedly gets assigned tickets. For now, we make sure at least one agent is set to "Yes". I wonder what's different about your setup. For now, it works well enough and it certainly is an enhancement (we all wish Zendesk would incorporate).

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