Round Robin assignment

Hi @denny11: We received your form on 6th Jan and its currently being process - it will likely be a few more days to enable, I will email you directly once its switched on for your instance

Barry

Hi @drishti,

We have now EAP'd Routing - the signup form is here

Barry

@barry14

13 years after the request. better than nothing! i'm excited =)

any new update on when can we expect the feature to go live (Round Robin assignment) ?

Hi @anita12
We are running a closed EAP at the moment for Enterprise plan customers, with a GA likely later on in Q1 2022.

Regards

Barry 

Are there any updates on the GA release for Round Robin ticket assignment?

 thanks for the tips and connections! You're correct; in many help desk environments, ticket assignment is done in more complex ways. Chris' paper is also extremely fascinating and demonstrates a good approach to a "fair" assignment method, which is particularly useful for a bigger or backlogged help desk. However, I'd be OK with something a little simpler (at least in version 1), with my main concern, as you know, being that the *assignment* duty be completed automatically in some fashion (no human involved).

Is there an update on the GA release for routing?

Hi Brett,

Thank you! Is the EAP closed? Are you saying that it's expected to go GA in June or the EAP is still going to be in progress in June? 

Thanks,

Jess

Hi @jessica55

The EAP is still ongoing - are you participating in it? It looks like a GA will be slightly delayed until July now

Barry

@barry14 No, we are not in the EAP but would love to be. 

@brett13 Thanks so much for sending that my way, looks like we aren't a best fit for the EAP since we haven't switched over to Agent Workspace. I will talk to my team about the lift and capacity we have to switch over. 

Hi, we are preparing for a General Release of our omnichannel routing engine in Q3. I will post here when we have an exact date

Barry

13 years after this thread was started, I really hope it's available by now. Been trying to find a best practice/recipe to solve this exact challenge in our account. Anyone here any updates? 

If no solution within Zendesk, is the Round Robin App still the best way to go? 

Hi @retourenstation

We have had an EAP running for the past few months, and the routing engine is going to be released in Q3 

Barry

Thirteen years is roughly two eons in Interweb years. ;-) Only Airtable has taken more than a decade to add the Split() function and that clock is still ticking to this day.

On August 8th, 2013 I crafted a solution for BetterCloud (Mike Stone). It was a round-robin assignment for Zendesk and BetterCloud loved it. I used Google Apps Script and it became widely used by many Zendesk admins when BetterCloud shared it openly here.

I'm amazed that no one has taken this to the level where AI and GPT-3 could take it now that so many more intelligent things are possible. Where's the innovation for a process that is so critical and needed by so many organizations?

@barry14 any news on this? Haven't seen it in the last reease notes and we would be over the moon excited, as I am sure others will be as well, if we can implement this before September (Black Friday/and pre x-mas business). 

Look forward to an update from you. 

Kind regards, 
Yvonne 

Thirteen years... lol, I wonder if op @david43 is still around? Probably retired

Hi, we are beta releasing routing combined with unified agent status in mid August 2022

Was this functionality ever released? Other competitors have this functionality and if we are expected to pay for an additional service, I can't see why we should continue using Zendesk. Thirteen years is an absurd amount of time for a standard function for a support ticketing tool... 

@chris57 Interesting thing is, Zendesk sells for CRM has a round-robin function