Getting started

• ★ How it works
• ★ Minimal setup
• Limits and priorities
• Rule-based ticket routing
• Manage agent availability
• Same requester - same agent assigning

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FAQ

• ★ Security and privacy
• General questions
• Access to Round Robin
• Connect Round Robin to Zendesk
• General ticket assignment questions
• Agent ticket queue limiting

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Product updates

• Upcoming changes in our Term of Service and Privacy policy
• Update your Agent availability app
• Release notes 2017-10-30
• Multi-select tickets fields is now supported 2017-07-31
• Round Robin 4.0 Release Notes 2016-10-19
• Release Notes 2016-03-26

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Scheduled maintenance

• 2016 10.16 18:00 - 19:00 GMT
• 2016 01.25 14:00 - 15:00 GMT
• 2015 06.11 15:00 - 06.14 15:00 GMT

Disruptions

• Service disruption 2018-02-01
• Service disruption 2017-04-06
• Service disruption 2017-03-15
• Service disruption 2016-07-13
• Service disruption 2016-02-01
• Service disruption 2016-01-29

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Known issues

• Until 2017-07-31 Zendesk "multiselect" fields stop automatic ticket assigning
• Until 2015-07-07 Interface issue: Skill table can be scaled incorrectly
• Until 2015-06-25 Reassign tickets, which had been already assigned
• Until 2016-02-01 The log storage time is not guaranteed

Development roadmap

• Product strategy
• Assigning a ticket by agent request
• Ticket assignment within a given group

Zendesk Tips and tricks

• Round robin ticket assignment with agent queue limiting and queue prioritization
• Export view to CSV file without 10 min limit
• Triggers and Automations log and debug