General ticket assignment questions

What tickets Round Robin assigns?

   Round Robin assigns unassigned tickets regardless of their status "New", "Open" or "Pending".

 


What tickets Round Robin ignores?

  The app skips already assigned and closed tickets. So it's highly recommended to exclude such tickets from the ticket source view in order to prevent extra load on Zendesk by extraneous requests.

 


In which order Round Robin assigns tickets?

  The application assigns the tickets in the order in which they are presented in the ticket source view. How this is done is shown here ("To set the order of a view" section).

 


Who the tickets are assigned to?

   Round Robin assigns tickets to the agents who are:"active" and "available" (or "By schedule" and now is the work time by the schedule).

ActiveAgents.PNG

   If agent is ready for tickets assignment, a green circle (Green_circle.PNG) appears to the right of it.

 


When an agent goes out of office, what is the best - to put him as inactive in the 'Active' column or to put him as unavailable in the 'Availability' column?

  It's better to use the "Availability" column for this purpose. The "Active" column mark the agents you want to work with in the app. The app shows the active agents only in rules, dashboard an so on.

 


I have new agent in Zendesk interface. How can I add the agent to Round Robin?

  1. Go to Agents page
  2. Click "Import Agents" button
  3. Choose "Yes" option in "Active" column for the agent
  4. Choose appropriate availability for the agent
  5. click "Save" button

 


How tickets are assigned?

  By default If you have 3 agents tickets will be distributed as follows:

  1. ticket1 - agent1
  2. ticket2 - agent2
  3. ticket3 - agent3
  4. ticket4 - agent1
  5. ticket5 - agent2

and so on.

 


Is it possible to round robin assign tickets to different groups instead of individual agents?

  The Round Robin does not support assigning tickets to a group of agents.

 


What is "Load balancing period"?

   By default, Round Robin balances your agents load by assigning the next ticket that arrives to the agent who has the greatest time period between the last ticket assignment and the new ticket. This is enough for most practical cases. However, it doesn't guarantee that your agents get an equal number of tickets for a day or for the week.
   If you want to force this balance, you would do so by setting up a Load balancing period. Once setup, the app will balance the agents' load over the period you specify. For example, if you set it to 24 hours, the agents will all receive the same number of tickets in 24 hours time period.

 


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