How to avoid the exhausting the plan limit for the number of tickets within the Zendesk View

This article is intended to handle the warning message on the Dashboard page:


To protect the app from overload we impose the limit for the max number of tickets in a ticket source view. It dependents on your subscription plan: 

  • FREE - 100 tickets
  • REGULAR - 200 tickets
  • PLUS - 500 tickets
  • ENTERPRISE - 1000 tickets

Thus, the Round Robin app reads and tries to assign only first tickets according to your plan limitation.

The app will show the warning message if the view contains more tickets then the app can read.

The queue will continue to work, but there is a possibility to skip unassigned tickets if they have the order number more then the limit presented. For example, for the Starter plan:

  1. There are the already assigned tickets (order number 1 - 120) and they are placed on the top of the view. 
  2. Then follows the unassigned tickets (order number 121 - 130) that you want to assign by the Round Robin app.

The app will have the following scenario:

  1. It will read the first 100 tickets and interrupt the reading. As a result, the already assigned tickets 101-120 and unassigned tickets 121 - 130 wouldn't be read and handled.

How to handle that?

It is important to know, that:

  1. Round Robin uses Zendesk API to interact with your Zendesk account. We impose the limit for the max number of API calls as well to protect the app from overload. 
  2. 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).

So there are few ways to resolve the issue:

  1. Change only the sorting of the tickets within the view so the unassigned ticket will move to the top of the view.
    That way has several disadvantages:
    • The number of Zendesk API calls will be increased.
      This is especially critical for the Enterprise plan because it has the largest limit. If the Zendesk View constantly contains more than 1000 tickets, then the application will read them every time. Every 100 read tickets will utilize 1 API call. As a result, in the worst case, 1 launch of the queue will constantly consume 10 API calls. This will be a maximum of 10 API calls * 60 minutes * 24 hours * 30 days = 432,000 API calls of unnecessary load per month, which is already more than a monthly limit for the Enterprise plan. As you can see, incorrect View settings on the Zendesk side significantly increase the utilization of API calls for the Round Robin app.
    • Ticket assignment delay will increase.
      The Round Robin app processes tickets sequentially one after another. If the order number of the unassigned ticket is close to 1000, so enough time may elapse from the moment the queue starts to the actual moment of the ticket assignment.
  2. Exclude already assigned, closed, and solved tickets from the given View if this possible.
    The view will contain only unassigned tickets if you exclude already assigned, closed, and solved ones from it. As a result, most of the time the view will be empty due to the tickets will be disappeared from the view every minute right after the queue is launched.
  3. Create a new Zendesk view especially for the Round Robin Queue that will contain only unassigned New, Open, and Pending tickets.
    The effect will be the same as in the previous point. But in addition, you will need to specify a created View in the Queue on the Round Robin side. The process of creating a new view is described in more detail in the next paragraph.

Creating a new Zendesk view especially for the Round Robin Queue

Let's describe the example for the queue "Unassigned Tickets"
The queue "Unassigned Tickets" has a view "Unassigned Tickets (Account) (3600011)"

To create a new Zendesk View based on the one you already have you need to follow the steps:

  1. Go to the Views tab on the Zendesk side and find the "Unassigned Tickets (Account)" View
  2. Clone the View:
  3. Rename the View by adding "(RR)", for example:
  4. Replace the filter for Status and Assignee by:
  5. Save changes on the Zendesk side
  6. Execute the command to update the list of Views within the queue:
  7. Reload the Queues page to update the list of Views.
  8. Choose the created View "Unassigned Tickets (Account) (RR)" and save the changes.
  9. Then repeat the steps above for other Views if it is needed.
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