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Evenly assign incoming tickets between 2 agents?

  • February 2, 2021
  • 1 reply
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M

Hello!

We have 2 agents on our team that handle all support tickets.

Is there a way where Zendesk can evenly distribute tickets between the 2 regardless of ticket topic?

      1 reply

      robert.wiesemborski

      Hi Marcos,

      I can think of two ways how to do this:

      1.) Use the Round Robin App

      The app allows you to distribute tickets in different ways. One way is to have a simple, even distribution among your agents.

      2.) Use an HTTP target with a JSON code

      While it is not recommended to use targets to distribute tickets because of race conditions, you can use it if set up properly. Once you have set up your target, you will need to create a JSON that distributes evenly among your agents. Let me know if you want me to go in more detail about that.

      In your case, I would try the Round Robin app and see if that solves your issue.

      #helpsome regards,
      Robert Wiesemborski
      Zendesk Consultant @ helphouse.io

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