What limits are there?
To protect the app from overload we impose some limits.
- Zendesk API calls per month dependent on your plan:
FREE - 25,000
REGULAR - 50,000
PLUS - 100,000
ENTERPRISE - 200,000
1 assigned ticket = 1 API call
1 requested list of tickets from a view = from 1 to 15 API calls (100 tickets = 1 API call)
The out-of-office feature puts the comments = depends on the workflow (up to 1.5x or x2 or greater from the total number of assigned tickets)
- The application will only read the first X tickets in the view:
FREE - 100 tickets
REGULAR - 200 tickets
PLUS - 500 tickets
ENTERPRISE - 1000 tickets
Note: the tickets with order number > X in the view will not be read by the app during each queue run, so some unassigned tickets (with order numbers in the view greater than X) will not be assigned. To avoid that, it is recommended to exclude already assigned tickets from the ticket source view. Or create a new Zendesk View that contains only unassigned tickets.
- The "Load balancing period" feature has a limit of 168 hours (1 week) for all plans.
What is the Zendesk API calls and how can I affect to its number?
Round Robin works with your Zendesk via Zendesk API. It receives tickets from the specified views then assign them to agents at the given time intervals.
The number of Zendesk API call depends on number of views you processed and the run time intervals. To optimize Zendesk API usage you can decrease the number of views (merge several into one) or increase time intervals.
Additionally Zendesk API returns tickets from view page by page. One page include 100 tickets. The more tickets in view the more API call to retrieve. You can exclude already assigned and closed tickets from the view. Usually it allows dramatically decrease Zendesk API call number.
What will happen if I exceed the limit?
If it is a one-time insignificantly excess we'll pretend that nothing happened. If this occurs for several consecutive months or is one-time significantly excess we'll suggest you to optimize the app usage or upgrade your plan.