Round robin ticket assignment

If several agents handle your help desk, you might want to distribute incoming tickets evenly among them. NeetoDesk allows you to automate this through round-robin ticket assignment.

Tickets will be assigned to all available agents in a sequential manner. Suppose there are 3 agents (A1, A2 and A3) and A2 is unavailable. Then, the first ticket will be assigned to A1, the next one to A3, the next one to A1 and so forth.

Set the Round Robin ticket assignment

1. Go to the Admin Panel.

2. Click on Automation Rules.

3. Click on Add New Rule.

4. Add a condition: When a ticket is created.

5. Set Action to Assign Agents—Round Robin.

6. Click on Save changes.

This rule performs round-robin assignments among all available agents.

Round Robin scoped to agents within a group

If the ticket is already assigned to a group before the round-robin algorithm kicks in, it will assign only to the available agents within that group.

You can achieve this by adding another automation that assigns the ticket to a group.

1. Go to the Admin Panel.

2. Click on Automation Rules.

3. Click on Add New Rule.

4. Add a condition: When a ticket is created.

5. Set the Action to Assign Group.

6. Select Group.

7. Click on Save changes.

For this to work, it is important to ensure this rule is executed before the round-robin agent assignment rule. This can be done by placing the group assignment rule above the round-robin agent assignment rule using the Reorder feature of automation rules.