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Agent rostering in Zendesk

  • April 24, 2019
  • 3 replies
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Amie11

Hi team,

I have a little bit of a curly request come in from a customer who's looking for a solution. I've been hunting around and haven't had much luck coming up with some form of smooth solution for them. 

Issue: My client has agents which manage the Zendesk on a roster basis. 8 Hourly shifts. Shift changes as per the times below, per day. 

- midnight

- 8am

- 4pm 

 

Client has a trigger in their Zendesk which will send an SMS notification to the agent which is on duty at the time of any new incoming tickets. 

Currently they are manually changing the agent on the trigger so the trigger sends the sms to the correct on duty agent. 

Apart from using the round robin app in the marketplace, can anyone think of a way to somehow achieve a form of automation on this?

Somehow tell the Zendesk agent X is now on duty and to update the trigger so it sends the sms notification to agent X. At shift changeover the Zendesk would automatically then see that agent Y is now on duty and change the trigger to agent Y. 

 

Side note: I'm aware the round robin app can do this, however it's highly priced just to be able to get the agent scheduling feature. 

I'm hoping to find a solution which is relatively free, or small priced and that does not involve the Round Robin app. 

    3 replies

    Brett13
    • Brett13
    • Community Manager
    • April 25, 2019

    Hey Amy,

    It sounds like you'd be able to set up a workflow using multiple schedules on your account as mentioned here: Setting your schedule with business hours and holidays (Professional and Enterprise)

    If you're on the Enterprise you'll have access to multiple schedules which I believe you would benefit from if you created 3 separate schedules.

    I also recommend taking a look at the following Support Tip since that would give you a good idea of what can be done with triggers and business hours: How to notify an agent when a ticket is created outside of schedule

    My question is, since triggers fire on the event of the ticket, do you have the trigger firing to send out an SMS to the on call agent every time a ticket is generated? When exactly do you have this SMS message sent out once it's time for the agent to take over.

    You may also want to take a look at the Tymeshift app within our Marketplace to see if that can help as well.

    I'll leave this post open to see if anyone else had ideas for you :)

    Cheers!

    Amie11
    • Amie11
    • Author
    • May 3, 2019

    Hey Brett,

    Thanks for the update. In regards to your question below... Yes the trigger fires off sending out an SMS to the agent on call for every ticket which is generated. At that point of generate there is no assignee either so building workflows with an assignee involved is out of the question.

    My question is, since triggers fire on the event of the ticket, do you have the trigger firing to send out an SMS to the on call agent every time a ticket is generated? When exactly do you have this SMS message sent out once it's time for the agent to take over.

    Brett13
    • Brett13
    • Community Manager
    • May 6, 2019

    Hi Amie,

    If you have select agents that should be receiving this notification during specific times you could set up the trigger to notify the agent directly instead of choosing to notify the assignee of the ticket since there is none.

    I'm afraid I can't think of an another alternative on my end but I will leave this ticket open in case other users want to jump in and offer up some guidance.

    It may also be worth taking a look at our App Marketplace to see if there's a 3rd party integration available that can accomplish what you're looking for.

    Let me know if you have any other questions for me :)

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