How it works

Introduction

Round Robin App is a service which automatically assigns tickets to your agents in Zendesk.

Features:

  • Round robin assignment
  • Agent ticket queue limiting
  • Queue prioritization
  • Rule-based ticket routing
  • Reservation and escalation
  • Manage agent's availability by work schedules (helpful for support teams in different time zones)
  • Allow your agents to set their own availability if desired
  • Unassign or reassign tickets when an agent is unavailable
  • Assign all tickets from the same requester to one agent

 You can try Round Robin completely FREE at Zendesk Apps Marketplace ((gear) » Apps » Marketplace » Round Robin) or link below.

<<Register to get your Round Robin app>>

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Round Robin assignment

To start ticket assignment with Round Robin, you need to specify:

  • the Zendesk view that contains tickets to be assigned
  • the run interval
  • the list of agents that should be assigned tickets (this is imported from Zendesk into the app)

You can go deeper if you'd like, but these are all you need to get started! Round Robin will receive tickets from the specified view then assign them to agents at the given time interval.

Round Robin does support multiple queues. You can create a queue for each Zendesk view your agents use.

Go to our setup guide for full instructions.

Agent ticket queue limiting

Depending on the size of your team, you may want to control the number of tickets your agents receive. To prevent your agents from getting overwhelmed, you can choose to limit how many tickets each agent receives over a given period of time. Tickets not assigned will wait in a queue.

To achieve this, it is necessary to specify the "Limit per agent" parameter (ex. - 10 in 1 hour or 3 in 30 minutes). You can specify one limit for all agents or individual limits for specific agents, queues, or tags.

Round Robin won't assign more tickets than the specified number in the given time interval. Go to our setup guide for full instructions.

Ticket queue prioritization

If you are using queue limiting, some tickets will be assigned to agents and the unassigned tickets will wait in the queue.

Round Robin assigns tickets in the order in which they appear in the Zendesk view, but if you want to change assignment priorities, you can do this by changing the sort order of the view in Zendesk. Go to our setup guide for full instructions.

Rule based ticket routing

The Rule table specifies the kinds of tickets to be assigned to the agents based on their queue or tags.

Agent / Tag

Queue 1

Queue 2

Software

Hardware

Spanish

Alex

1

 

1

1

 

Jim

1

 

 

1

1

Carlos

  1

1

 

1

From the table above we can see that the tickets from Queue 1 can be assigned to Alex and Jim. The tickets from Queue 2 can be assigned only to Carlos.

Tickets with the tag "Software" will be assigned to Alex and Carlos. Tickets with the tag "Hardware" will be assigned to Alex and Jim. And tickets with the tag "Spanish" will only be assigned to Jim and Carlos.

Keeping that logic in mind, you can see that tickets from Queue 1 with the tag "Software" will be assigned only to Alex. And tickets from Queue 1 with the tags "Software" and "Spanish" will not be assigned to any agent. Go to our setup guide for full instructions.

Reservation and escalation (alternate agents)

In the Rules table you can determine alternate (or back-up) agents to make sure that no tickets are missed if the limits specified for regular agents are exhausted, or regular agents are unavailable.

Agent / Tag

Queue 1

Queue 2

Software

Hardware

Spanish

Alex

1

 

1

2

 

Jim

1

 

2

1

1

Carlos

  1

3

 

1

From the table above we see that, for "Software" tickets, Jim is the alternate for Alex, and Carlos is the alternate for Jim. Alex is the alternate for Jim for "Hardware" tickets.

Under normal circumstances, "Software" tickets are routed to Alex and "Hardware" tickets are routed to Jim. In the case of an overload on "Software" tickets, Jim will come to the rescue automatically. If Jim becomes overloaded, Carlos comes to the rescue. Go to our setup guide for full instructions.

Manage agent availability by work schedules

Whether you are an international company with several support teams across different time zones, or a company with more than one shift in the same timezone, Round Robin lets you make sure tickets are assigned only to those agents that are currently available.

You can specify regular schedules as well as exceptions (holidays, half days, sick time, etc.).

In Round Robin you can create multiple schedules and specify which schedule to use for each agent group or even for each individual agent. Go to our setup guide for full instructions.

Manage agent availability by agents

If interested, you can use this function to enable your agents to set their own availability state (available, unavailable or by schedule). They do this in Zendesk's agent interface via the Round Robin Agent Availability app. Just like using a schedule you manage for your team, Round Robin will only assign tickets to agents who are available at the moment. Go to our setup guide for full instructions.

Unassign or reassign if an agent is unavailable

There are many cases when it's needed to unassign or reassign tickets. For example, transferring a ticket in the "follow-the-sun” support model or just reassigning a ticket when your client replies to a ticket assigned to an agent who is out of the office.

Now you can have Round Robin add a string to the tickets which shows as a private comment in Zendesk when an assignee becomes available or unavailable. Using this string along with triggers in Zendesk allows you to configure any logic and routing you want.

Go to our setup guide for full instructions.

Same requester - same agent assigning

Sometimes it happens thatclient opens multiple tickets at the same time or within a small time gap. We have found that these tickets are commonly related. If these tickets get assigned to different agents, it can lead to extra work and potential confusion.

To avoid this, you can specify the "Same agent period". Round Robin will assign any tickets from the same requester during that time period to the same agent. Go to our setup guide for full instructions.

 

 <<Register to get your Round Robin app>>

   

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