Community discussion: How do you assign tickets?

33 댓글

  • Jordan Earnest

    It's been a couple years since the OP, does Zendesk have an inherent way to automatically assign tickets to agents based on attributes/criteria?

  • Brett Bowser
    Zendesk Community Team

    Hey Joran,

    You'll most likely want to take a look at our Trigger Recipes articles which provides a list of useful trigger recipes and how to create them.

    If you're looking for some additional assistance, can you provide more information on the attributes/criteria you're looking at?


  • Au Finh Saechao

    So great to see all of the different methods being used to assign tickets here.

    We also have the Playlist Ticket Assignment app, which has been on the Zendesk Marketplace for a little over a year now. We just recently introduced a round-robin option.

    Check out the demo


    • Runs every 2 minutes
    • Use a classic, round-robin model or route tickets to least loaded agents first
    • Use existing views to set up queues
    • Drag and drop to change priority of queues
    • Agents can set their status to Online, Away, or Invisible
    • Managers can manage statuses under the Team tab
    • Set an inbox limit to control how many tickets agents can work on at a time

    We'll also be adding support for Skills-based routing soon. 



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