Jitbit Helpdesk - Round Robin Auto Ticket Assignment : Ideas forum

Implemented Suggested 5/22/2020 by Yehuda Fonfeder

55

votes

Round Robin Auto Ticket Assignment

We currently have a queue that handles incoming tickets. I would like to be able to have the tickets auto assigned and go around the queue as they come in. Right now, i either have to assign them manually or have them pick it up themselves - which leaves to them picking and choosing which ticket they want respond to.

With the "Round Robin" it would be automatically assigned to them proportionally.

Anyone else have this need or have a workaround?

Michael Milnes

I second this request. We have the same problem where our techs 'cherry pick' the easy ones.

5/26/2020 2:26 PM

Andreas

This is a good idea.
We have the same problem our techs 'cherry pick' the easy tickets.

6/10/2020 4:55 PM

J Keane

If you do implement this, can you make sure there is an option to choose which Technicians are assigned to the round robin group. I.e 3rd Line techs are unlikely to have brand new tickets assigned to them before they've been through 1st / 2nd line. In our company we also have account managers that have access to the system purely to read updates on tickets, they wouldn't have tickets assigned to them.

8/20/2020 9:53 AM

Fred Sharpsteen

Good idea I like the idea of spreading it over the techs in the system in a category.

9/23/2020 4:17 PM

Alex Tech

I guess we could add an automation tool... What logic should we follow? I'm thinking "Assign to the tech who has least tickets assigned to them" - that should do for starters.

10/7/2020 5:40 PM

Yehuda Fonfeder

For my needs I would want it going around in a circle. I wouldn't want the techs to just leave a ticket or 2 open to not get another ticket. I agree with J Keane that there should be some way of filtering which users are in the "round robin".

10/7/2020 9:55 PM

Alex Tech

We've added the "assign to least busy tech" automation rule, please use that. We're now considering and looking into the "round robin" technique, which is a bit more complicated

10/9/2020 4:58 AM

Michael Milnes

This is great... what defines a person as 'least busiest"? Tickets that are assigned I'm guessing?

10/15/2020 7:44 AM

Alex Tech

Yep, has least tickets assigned on them.

10/21/2020 7:54 AM

Yehuda Fonfeder

Any update as to when a "real" round-robin will be implemented versus the one we have now that looks for users with the least amount of tickets.

11/1/2020 1:29 AM

Alex Tech

No update yet. It's complicated and unclear where should we save the "queue" of technicians. Should it be category-wise? System-wise? Rule-wise? What if there's more than one rule that do the round-robin? So many question that we're trying to figure out an answer to.

11/29/2020 6:38 PM

Yehuda Fonfeder

I see this was implemented. Can you clarify how this was done as in the last post you were unsure how to implement.

12/6/2020 7:13 PM

Alex Tech

We've intro'd a new rule - "round robin assignment" - that goes through all technicians who have permissions in the category. The last assigned technician is being saved within the rule itself, so having multiple rules in the same category will mess things up. As having same rule in multiple categories. But we decided to release something, so customers have a beta to play with. Will keep an eye on bugs and errors, please send us support-tickets when you bump into anything.

12/6/2020 7:18 PM

Hector Bas

Need a way to filter out users classified as techs but who are really designated as other more passive roles (i.e. dev or training). Admins are already filtered out. Honestly, adding a department dropdown to the "round robin" automation rule action would work perfectly for this use case. Alternatively, a new checkbox on the tech user profile page to indicate whether they are round-robin eligible could work.

8/10/2022 5:51 PM