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Understanding mechanics

As described above, Round Robin enables you to manage agent availability manually or allowing the app do this automatically by schedule. You can also set up actions which are performed when an agent becomes unavailable/available. For example: unassign tickets which are assigned to unavailable agents or reassign the tickets to a specific agent, and so on.  

You will need to specify strings which will be added to tickets as a private comment in Zendesk when assignee becomes available or unavailable. Then you can handle actions via Zendesk triggers.

Important: The comments are added to New, Open and Pending tickets and aren't added to Solved and Closed.

Reassigning when an assignee becomes unavailable

1. Click Settings

2. Specify strings which will be added to tickets as a private comment when assignee becomes available or unavailable.

3. Click Save 

If you want to handle tickets in one situation only (for example only when the assignee becomes unavailable), leave the second field blank.

4. Create Zendesk trigger to unassign tickets when and assignee becomes unavailable. The string must match its spelling in the Round Robin settings exactly.

5. Ensure that the tickets which are unassigned by the trigger are available in one of the views that you set up as a ticket source view in Round Robin. If done correctly, Round Robin will assign the tickets again minus the unavailable assignee.

Reassigning when a customer replies to a ticket

1. Follow steps 1 and 2 from the previous section.

2. Create a Zendesk trigger to mark tickets with a tag when an assignee becomes unavailable. The string must match its spelling in the Round Robin settings exactly.

3. Create a Zendesk trigger to unassign tickets with the tag "assignee_unavailable" when a customer replies to a ticket.

4. Create Zendesk trigger to remove the tag "assignee_unavailable" when the assignee is changed or becomes available.

5. Ensure that the tickets which are unassigned by the trigger are available in one of the views that you set up as a ticket source view in Round Robin. If done correctly, Round Robin will assign the tickets again minus the unavailable assignee.

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