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Considering Suggested 5/22/2020 by Yehuda Fonfeder

51

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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?

avatar 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
avatar Andreas
This is a good idea.
We have the same problem our techs 'cherry pick' the easy tickets.
6/10/2020 4:55 PM
avatar 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
avatar 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
avatar 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
avatar 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
avatar 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
avatar 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
avatar Alex Tech
Yep, has least tickets assigned on them.
10/21/2020 7:54 AM
avatar 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

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