Round Robin assignment

This would be a very nice feature +1 for me as well

Things have gone very quiet on this front. For me (and it seems many others) auto-assignment is the part of case management where Zendesk falls down, after a few months of using the system it's still manual allocation throughout every day to ensure a fair split - on this front we might as well be using Outlook.

This 'round robin' methodology is a good way to fix; if you could assign working hours for each team member (which can vary day by day, i.e. 9-6 Monday, 10-7 Tuesday, 8-1 Wednesday, etc) and evenly distribute tickets coming in outside of working hours between the support agents who will be in the following day this would put you in a great starting position for the next day.

Tickets coming in within working hours can simply be distributed to the agent who is in working hours and with the fewest outstanding tickets, or evenly split between any who are currently in working hours.

Come on guys at Zendesk, make this happen!

+1!!

+1

+1 again

+1

+1: Add me to the list for this feature as well. Major issues with our team cherry-picking the easy requests.

I was weary waiting for this feature so I built a simple solution in Google Docs.

The Google Docs script and spreadsheet I created is just an example of an automated round-robin assignment process for Zendesk. It is particularly easy to use and modify as it is built entirely in Google Docs and GAS (Google Apps Script). It uses a simple spreadsheet to manage the support team members participating in the round-robin assignment, and it uses the Zendesk API (v2). Plus, it can be fully automated - a lights-out process that just looks at your recently submitted tickets, finds the ones that are unassigned and assigns them based on the team queue.

https://gumroad.com/billfrench#Wjvg

Would love to see this functionality as well.

Really want to see this functionality at some point. It factors in with high and low ticket volumes. With high volume it's hard for agents to know where to go so this gives them some more direction when say 5 agents are on with a volume of 400 tickets and 80 have been auto-assigned to them.

Then on the flip-side with low volume it gets tedious having to spam the refresh button in the new Zendesk (since an auto-refresh plugins in a browser really jack things up with the new Zendesk). So, in this case, auto-assigning helps distribute the work evenly without agents having to spam that refresh button to see if there are new tickets. :)

That said, are there any plans for the new Zendesk layout to auto-refresh? That'd be wicked helpful.

Thanks!

+1

Hey All,

We have developed a solution for this using Google spreadsheets/Apps Script and it's available to everyone for free!

Take a look here:  https://support.zendesk.com/entries/30996237-Community-tip-Round-robin-ticket-assignment

Let me know if you have any questions!

It would be really nice to have round robin automation available natively.  Zendesk's competition is doing it already.  I would hope they see the light at some point or lose customers because of it.

https://www.happyfox.com/automated-help-desk/

Hi all,

Seeing the interest of Zendesk community for automatic tickets assignment and agent load balancing, I want to share our solution which solves these tasks.

Check it out  roundrobin.zendesk.com/hc/en-us/articles/202636392-How-it-works

I hope it's helpful. 

^ Has anyone given Serge's app a shot? Looks promising!

I've tried it
For my task it works fine!

I have been looking into this for a while as my team still complain that it happens. Is this Round Robin a free service or just a free trial?

Any word from Zendesk about an official solution? I know that Freshdesk does it.

Hi Pete,

We have no plans to add an official round robin solution. That being said, I am currently working on a project to help prevent agents from cherry-picking tickets out of views. More to come in the next few months!

Best,
Erin

Thanks for the quick reply Erin, that sounds perfect! I don't really want to force round robin on them but I am coming to the end of my tether with the cherry picking!

Erin:

How's that cherry-picking project coming?

Hi Darron,

Whoops! We're actually fairly close to launching a feature that... we're still naming. Right now I call it "Play-only" agents, and it basically lets you designate certain custom roles as only being able to play through views. We've had it in beta for a few months now. If you'd like to jump on the bandwagon, feel free to sign up at goto.zendesk.com/playagentsbeta!

Best,
Erin

Hi all,

I wanted to let you know that we've just launched a feature called Guided mode that is designed to help prevent agents from cherry-picking tickets. It is not a round robin model, but I think you'll find it useful. Learn more about Guided mode on our announcement.

Best,
Erin

Thanks for the update Erin, is this the official release of the Play Only mode that I and others have been beta testing?

Hi Pete,

Yep! We renamed it, but otherwise it's the play-only agents feature you've been using. :)

Best,
Erin

Great! It is an excellent feature and I recommend everyone having the same ticket skipping issues that I am seeing in my team try it.