How automatic ticket assignment through Round-robin works
When tickets are assigned to a group for the first time or reassigned from another group - for example, transactional tickets involving questions on recent orders, FAQs etc. - the Round-robin system will assign them in a circular fashion to the agents who are online in that group. This guarantees that incoming tickets are equitably distributed among online agents, which not only saves you time but lets your agents get to work immediately.
Scenarios where Round-robin ticket assignment can help
- When you have a high volume of incoming tickets, it can be a laborious process to manually assign tickets to online agents. By using Round-robin, each ticket will be automatically allocated to an agent who is online as soon as the tickets enter a group. This will cut down on the time spent assigning tickets, and improve your response and resolution times.
- Letting agents pick tickets to work on could result in them cherry-picking the easier ones, for example. Round-robin guarantees the fair allocation of incoming tickets to your team.
- Round-robin prevents tickets from stagnating when the supervisor isn't around to assign tickets to the agents in groups.
Quick guide to setting up automatic ticket assignment through Round-robin
- Login to your support portal as an Administrator or Supervisor.
- Go to Admin > Team > Groups.
- The list of groups in your helpdesk will be shown - click on Edit next to the group you'd like to modify.
- Use the toggle to enable Automatic ticket assignment.
- Depending on your plan, you'll see different options for automatic ticket assignment (those on the Forest plan will see the option for Skill based ticket assignment); select Round-robin ticket assignment.
- Click Save.
How automatic ticket assignment through Round-robin works
When tickets are assigned to a group for the first time or reassigned from another group, Eg: transactional tickets involving questions on recent orders, FAQs etc., they are assigned in a circular fashion to the agents who are online in that group. This guarantees that the incoming tickets are equitably distributed among the online agents. Not only does this save you time but your agents can also get cracking immediately.
Scenarios where automatic ticket assignment through Round-robin will be helpful:
- When your incoming ticket volume is high, it’s a laborious process to manually assign the tickets to the agents who are online. By using Round-robin, as soon as the tickets enter your group, each ticket will be automatically allocated to an agent who is online. This will cut down the time you spend in assigning tickets and improve your response and resolution times.
- In case you let your agents pick tickets on their own, there is a possibility that they could cherry-pick the easy ones over difficult. Round-robin will guarantee there’s a fair allocation of incoming tickets to your team.
- This is also a lifesaver, preventing tickets from stagnating when you (supervisor) are not around to assign tickets to the agents of your groups.
Quick guide to setting up automatic ticket assignment through Round-robin:
- Login to your support portal as an Administrator or a Supervisor.
- Go to the Admin tab.
- Click on the Groups icon.
-
The list of groups in your helpdesk will be shown. Click on Edit next to the group in which you want to enable Round-robin assignment of tickets.
- Use the toggle to enable Automatic ticket assignment.
- You will now be given two options to enable automatic ticket assignment (If you are on the Forest Plan, 'Skill based ticket assignment' would also be available). Select the Round-robin ticket assignment radio button.
- Click on the Save button and see your agents get assigned to incoming tickets automatically.