Ricerche recenti

Nessuna ricerca recente

Routing ticket evenly among agents

image avatar

Renaud Croix

Most Engaged Newbie of the Year - 2021

Data ultimo post: 30 gen 2023

Hello, 

I would like to route ticket evenly among three agents.
Is there a way where Zendesk can allow that ?

 

Thank you

2

2

2 commenti

Data
    image avatar

    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. 

    1

    image avatar

    Anne Ronalter

    Zendesk Customer Care

    Hello,

    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.

    -1

    Accedi per aggiungere un commento.

    Non hai trovato quello che cerchi?

    Nuovo post