A common use for helpdesk automation is to assign Tickets to Agents.
Round robins are a way to assign incoming Tickets evenly to a queue of Agents; each new Ticket is assigned to the next Agent in the queue.
Round robins don’t assign Tickets directly. When you create a round robin, an associated Set Assigned Agent from Round Robin action becomes available. You have to create a Trigger or other automation to run that action before any Tickets will be assigned.
The first time this action runs, the Ticket that caused it to run is assigned to the first Agent in the round robin. The next time the action runs, the Ticket that caused it to run is assigned to the next Agent in the queue, and so on. When the end of the queue is reached, assignment loops back to the first Agent, then goes back through the list.
The advantage of this is that Tickets are always assigned as soon as they come in and Agents don’t get to choose the easy-looking Tickets to solve.
If you select Online Agents Only, the round robin queue will only assign Tickets to Agents who are logged in to the Agent interface and skip any others.
This is useful if you only want to assign Tickets to Agents who are available to respond straight away. Disable this option if your Agents reply via Email and don’t use the Agent interface, or if you want to assign Tickets to Agents whether or not they are logged in.
You can have different triggers/SLAs/escalations that all use the same round robin. In this case, there is still only one queue, shared between the different automations.
To create and use a simple round robin:
Go to Workforce Management > Round Robin.
Click + New and enter a Title for the round robin.
Choose whether the round robin only assigns Tickets to Agents that are online, or agents that are working a shift.
Select the Agents.
Drag Agents to order them in the queue, if desired.
Click Save.
There will now be a matching Set Assigned Agent (Round Robin) action available for use in triggers, escalations and SLAs.
Create a New Ticket Trigger that sets the assigned action from the round robin for User created Tickets.
If you want the round robin to apply only to certain Tickets, you can simply add more criteria to the trigger.
Please log in or register to submit a comment.