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New Suggested 5/22/2020 by Yehuda Fonfeder



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.
3 days ago, 4:17 PM

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