Ticket assignment automation for Zendesk
Automated even load distribution = happy support agents = happy supervisors :)(Zendesk community forum)
Round Robin App is a service that automatically assigns tickets to the agents in your Zendesk® in a round robin fashion.
- Round robin assignment
- Agent ticket queue limiting
- Queue prioritization
- Rule-based ticket routing
- Reservation and escalation
- Manage agent's availability by work schedules
- Manage agent's availability from Zendesk interface
- Unassign or reassign tickets when an agent is unavailable
- Assign all tickets from the same requester to one agent
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How it works.
You can try Round Robin completely FREE.
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What our customers say
In just two weeks of operation, we’ve already seen a 15% increase in agent productivity (tickets solved per hour) as well as a 20% decrease in first response time for tickets. It also frees up Supervisors so they can spend more time with agents and customers... read full storyChris Harvey : VP, Customer Service, thredup.com, USA
Using Round Robin has allowed tickets to be assigned directly to the right agents every time, thus allowing the Launches & Support team to improve significantly on key metrics like issue response time, team focus and productivity and above all, customer satisfaction rate... read full storyEmmanuel Chavane : Global CTO, Africa Internet Group jumia.com, Africa
After a week of usage we noticed an immediate improvement in ticket efficiency and response times as agents are no longer monitoring a queue and making the decision if they should pick up a ticket or not in fear of being too overloaded. Overall, we are very happy with the Round Robin app and would recommend it to anyone using Zendesk as a ticketing solution who wants to take it to the next level... read full storyMichael North : Director of Technical Support, salesfusion.com, USA
We don’t have to worry about human error in assigning tickets or who is responsible for assigning tickets if the Lead and Supervisor are out. We also have flexibility in setting vacation time, sick time, or even overtime to make sure the work gets done with as little interruption as possible... read full storyJoshua Bentley : Customer Success Manager, moxiworks.com, USA
Round robin allows us to promptly assign tickets to agents automatically so that they do not sit in an "unassigned" backlog of tickets. Timeliness is very important to our customers, so this feature helps us shave off minutes of idle time on each ticket... read full storyTyler Kennedy : Vice President of Operations, fetchrewards.com, USA
Using the Round Robin App, we save time and user error by automated ticket assignment to only available agents. My team loves the ease of use this program brings to our ticketing system... read full storyRyan Arnold : IT Manager Rise OMG, riseservicesinc.org, USA
That's awesome! This app has been a huge help to my team and I look forward to some of the features you plan on adding.Chad Hester Head of Support, phobio.com, USA