Round Robin App

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Round Robin App is a service designed to automate ticket assignments within Zendesk, ensuring an even distribution of workload among support agents. By implementing a round-robin assignment method, it enhances operational efficiency and promotes balanced workloads, leading to improved agent productivity and customer satisfaction. Key Features and Functionality: - Round-Robin Assignment: Automatically distributes incoming tickets evenly among available agents. - Agent Ticket Queue Limiting: Sets limits on the number of tickets assigned to each agent to prevent overload. - Queue Prioritization: Allows prioritization of ticket queues to address critical issues promptly. - Rule-Based Ticket Routing: Routes tickets based on predefined rules, ensuring they reach the most suitable agent. - Alternate Agents: Designates backup agents to handle tickets when primary agents are unavailable. - Manage Agent Availability by Work Schedules: Assigns tickets based on agents' work schedules, accommodating different time zones and shifts. - Manage Agent Availability by Agents: Enables agents to set their own availability status, allowing for dynamic workload management. - Unassign or Reassign Tickets When an Agent is Unavailable: Automatically reassigns tickets if an agent becomes unavailable, ensuring continuous support. - Assign All Tickets from the Same Requester to One Agent: Ensures consistency by assigning all tickets from a single requester to the same agent. Primary Value and Problem Solved: Round Robin App addresses the challenge of manual ticket assignment in support teams, which can lead to uneven workloads and delayed responses. By automating the assignment process, it ensures a fair distribution of tickets, prevents agent overload, and reduces response times. This automation not only enhances agent productivity but also improves customer satisfaction by ensuring timely and efficient support.