Round robin ticket assignment

111 Comentários

  • Cristobal Hernandez

    Hi there,

    We would like to integrate this function to our ticketing system and after we tried Round Robin app for Zendesk, we thought that the best option for us is to create our own script instead of using an app.

    Then I found this solution that sounds perfect for what we need as long as we can customize the functions to make it work with our system as we demand.

    Please, can anyone confirm the differences between the app in Marketplace and this code?

    is there any improvement on it or a big difference between them?

    Thanks in advance to everyone! :)

     

    0
  • Jiri Fait

    Hi Support, we are forced to stop using the round robin app as it is not GDPR compliant. My question is if there is some similar app (i tried to find some but without success) or if we can use the google script for the exact same purpose as the app? Many thanks

    Jiri

    0
  • Christopher Crocker

    Hi Jiri,

    What makes this non GDPR compliant?

    0
  • Jessie Schutz
    Zendesk team member

    Hi Jiri!

    I'd like to echo Christopher's question. Can you please go into some detail about what is causing your concern with this app?

    0
  • Jiri Fait

    Please see https://roundrobin.zendesk.com/hc/en-us/articles/115002537125-Security-and-privacy for details

    It says:

    Is Round Robin compliant with EU General Data Protection Regulation (GDPR)?

    No. So you need check your data processed by Round Robin for personal data of EU data subjects and stop use Round Robin to process such kind of data after May 25 2018.

    0
  • Jessie Schutz
    Zendesk team member

    Thanks for the link, Jiri!

    Unfortunately I don't know of any other existing apps or workarounds for this. I'm afraid you'll need to come up with a custom solution.

    0
  • Jack Edwards

    I'm having an issue getting this one to run.  Anyone I can reach out to for help?

    0
  • Serge Mak

    Hey Jack,

    I'll be glad to help you.

    Please contact me at support@roundrobin.zendesk.com

    0
  • Jack Edwards

    thanks it was actually for the google docs script that I needed help

     

    0
  • Tim A. Church

    What if you only have 1 (The default) form? I always get invalid form type..

    0
  • Jessie Schutz
    Zendesk team member

    Hi Tim!

    Can you provide more information about when and where this error is appearing? The more detail you can provide, the more likely someone will be able to help you find the solution to your issue. Feel free to use screenshots!

    0
  • Kristen Vales
    I keep getting an email that there are failures from Google for the script 
    that is used by the document Zendesk Round-Robin Setup.
    Error Message Count
    SSL Error https://reachhealth.zendesk./api/v2/search.json?query=type:ticket%20status:new%20assignee:none (line 160, file "zendeskMakeAssignments") 288
     
    I see that the assignments are still happening.  What could be causing this error?
    0
  • Dan Ross
    Community Moderator

    Hey Kristen - Looks like the script is dying on this function:

    function seekOpenTickets(subdomain, userName, token)
    {

    token = userName + "/token:" + token;
    var encode = Utilities.base64Encode(token);

    var options =
    {
    "method" : "get",
    "headers" :
    {
    "Content-type":"application/xml",
    "Authorization": "Basic " + encode
    }
    };

    var result = UrlFetchApp.fetch("https://" + subdomain + ".zendesk.com/api/v2/search.json?query=type:ticket status:new assignee:none", options);

    return(result);

    From that, and the SSL Error message, I'm guessing there's an issue with your authentication. Did you setup the API Key and username on lines 24/25 of the script? Make sure there's no extra spaces or characters, in case they're not stripped out. 

    0
  • Evan Nelson

    Is this app still available? I am getting 'You're not authorized to view this page' when I click the link:


    https://support.zendesk.com/hc/en-us/community/posts/203421946-Round-Robin-assignment

    0
  • Heather Rommel
    Community Moderator

    That link might have broken because Zendesk's community/helpdesk pages have moved around a bit, not sure if that's why.

    But the Round Robin app is available on the Marketplace:

    https://www.zendesk.com/apps/support/round-robin/?source=app_directory 

     

    0
  • Nicole S.
    Zendesk Community Team

    Apologies regarding the broken link; that thread had been inactive for over 2 years so it was archived.

    Thanks for sharing the link to the app, Heather!

    0
  • Au Finh Saechao

    We recently added round robin for Playlist Ticket Assignment to evenly distribute tickets to agents.

    Check out the demo

    Features

    • Assignment runs every 1 minute
    • Use round robin or load-balanced routing
    • Prioritize queues
    • Sound notifications
    • Batch size
    • Inbox limit
    • Agent availability
    • Team dashboard
    • Reporting with Explore
    • Automatic idle
    • Built on AWS, uses Zendesk's design language

    Update (May 19, 2020):

    We've recently added the following features to reduce overhead:

    • Rotate between group members
    • Supervisors can filter for their team
    • Bulk update agent statuses

    Try it out for free at https://myplaylist.io

    0
  • Bart

    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. 

    2
  • Neil

    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.

    2
  • Варвара Шкатова

    Hi all!

    I can't make it work. Now I have transferred this trigger from the test account to our real account. It only works with one selective ticket, not all new ones, and it also works every 5-6 minutes, not every minute.

    In the test account, an absolutely identical document worked correctly. :( https://docs.google.com/spreadsheets/d/1F_qcJJi-N_sVYXZO-bl3UEOMJmCW-X4BTHVJysaxLUM/edit?usp=sharing

    What I do wrong?

    0
  • Leah
    Zendesk Voice of Customer Team

    Hi everyone, we realize this is a big issue for a lot of our customers and this is something Zendesk is planning to solve for. We'll post our updates in this thread once we have more to share. 

    0

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