Try Round Robin app completely FREE at Zendesk Apps Marketplace ( » Apps » Marketplace » Round Robin) or link below.
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Sign in with your Google account. You can create a Google account with your existing email address (like you corporate email) at Google's site here.
Minimal setup
Set up Zendesk connection
To enable Round Robin to assign Zendesk tickets to your agents, you must connect the Round Robin app to Zendesk via OAuth authorization. Please note that Zendesk no longer supports connections using a username and password, and token-based access has also been deprecated.
1. In Round Robin, navigate to Settings
2. Enter your Zendesk subdomain (the part before .zendesk.com)
3. Click Create connection. You’ll be redirected to the Zendesk login page, where you’ll need to enter your credentials. Afterward, click Allow and wait a few moments for the process to finish.
Important: Once the connection is created, do not change the role of the specified agent on whose behalf the application created the connection. Doing so will immediately break ticket distribution.
Once completed, a new external OAuth client should be created within Zendesk. You can view or revoke it at: https://yourzendeskname.zendesk.com/admin/apps-integrations/apis/external-oauth-clients
Agents
Select the agents to whom you want to assign tickets in the Agents table.
1. Click Agents
2. Set the Active field value to "On" and Availability field value to "Available" for the agents you want to start getting tickets.
4. Click Save
The green dot indicates that the agent is available for assignment.
If you want to suspend the automatic tickets assignment for one or more agents, set "Unavailable" in Availability field for these agents.
If your agent list in Zendesk was changed - reimport it. While importing agents from Zendesk, the newly imported agents become inactive in the table. Deleted and suspended agents aren't removed from the Agents table, they just become inactive.
To make your work with the list of agents more comfortable you can filter agents by agent name, group or tag separately. Just type n:<agent name>, g:<group name> or t:<tag name>. To update the data in these columns please reimport agents.
Queues
1. Click Queues
2. Select the view you want to triage in Zendesk view field.
Important! Round Robin skips already assigned and closed tickets so it's highly recommended to exclude such tickets from this view in order to prevent extra load on Zendesk by extraneous requests.
3. Test the settings made by "Enabled=ON"&"Save", then "Enabled=OFF"&"Save" the queue. The app runs one queue processing cycle. Check the results in Zendesk and in the Round Robin dashboard.
4. Set Run interval in minutes.
5. Set Enabled to "On" then click Save.
You can use fields Comment and Comment mode to add a comment (Private or Public) to a ticket when it is assigned to an agent. If you leave Comment field blank the comment won't be added.
Note: default sorting will affect which tickets are allocated first. 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 ("Adding views"=>8=>c section).
That's all! Tickets will now be assigned automatically. The app will receive tickets from the view and assign them to agents in the given time interval. Time to get a fresh cup of coffee! The minimal setup is complete. Further settings are optional. Keep reading for other options.
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