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Routing ticket evenly among agents
Most Engaged Newbie of the Year - 2021
Publication le 30 janv. 2023
Hello,
I would like to route ticket evenly among three agents.
Is there a way where Zendesk can allow that ?
Thank you
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2 commentaire
CJ Johnson
No, there's not, unfortunately. Despite years of requests dating back to 2009, this is still not possible.
https://support.zendesk.com/hc/en-us/community/posts/4409222757786-Round-Robin-assignment
They have implemented something else called "omnichannel routing", but it's limited in what account types are allowed to use it, and if you use Messaging, it dumps all offline messages onto a single agent when they sign in, by design. There's plans "on the roadmap" to allow accounts to adjust this behavior but basically, no, there's no actual round robin capability to this day.
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Anne Ronalter
this is unfortunately natively not possible.
An option could be a 3rd party App from our Marketplace.
Also, feel free to check out our new Omnichannel routing.
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