Challenges with Zendesk Ticket Assignment
What are the challenges with Zendesk's current ticket assignment system?
One challenge with Zendesk's current ticket assignment system is that the first agent to go online can receive a disproportionate number of tickets. This happens because tickets are assigned based on availability and capacity, leading to an uneven distribution if agents log in at different times. Users have suggested features like a cooldown period or ticket-assignment rate to address this issue.
More related questions
Can Zendesk Support automatically distribute tickets equally among agents?
Zendesk Support doesn't have a built-in feature to automatically distribute tickets equally among agents. However, you can use the Round Robin app to achieve this. The app allows for tickets to be assigned equally to agents or groups….
What is the Round Robin app in Zendesk?
The Round Robin app in Zendesk is a tool that helps distribute tickets equally among agents or groups. This app is particularly useful if you want to ensure that each agent gets an equal number of tickets, as Zendesk doesn't natively support this…
How does Zendesk's omnichannel routing work?
Zendesk's omnichannel routing assigns tickets to agents based on load balancing and round robin methods. Initially, tickets are assigned to agents with the highest spare capacity. Once all agents have the same spare capacity, tickets are…
Can I disable load balancing in Zendesk's omnichannel routing?
Currently, you cannot disable load balancing in Zendesk's omnichannel routing to use only the round robin feature. However, there are plans to allow this in the future, potentially within the next six months. This feature would provide more…
How can I view the history or analytics of assigned tickets in Zendesk?
To view the history or analytics of assigned tickets in Zendesk, you can use the Explore feature. If you have at least the Explore Professional or Suite Professional plans, you can create reports for ticket assignments per day. Additionally, the…
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