Round RobinApp is a service which automatically assigns tickets to Zendesk agents.

How to login:

Note: Password can be changed!

Integration with Zendesk

In order for Round Robin to assign tickets to our agents in Zendesk, we need to connect Zendesk and Round Robin. Round Robin supports two methods of authentication in Zendesk:

Username and Password
Username and API token

Using the API token in Zendesk means you don't have to share your password if you feel uncomfortable with that. To create the API token in Zendesk:

Go to Admin Center » Apps and integrations » Zendesk API
Enable Token Access
Create a new token called "Round Robin", copy the token text then click Save Changes

In Round Robin, click Settings

Specify:

Zendesk subdomain - “ruptela”
Zendesk username - [email protected]
Zendesk Password - 828Z%1X@rczd

Note: Password can be changed!

Agents

You can just select the agents to whom you want to assign tickets in the Agents table.

Click Agents
Set the Active field value to "On" and the Availability field value to "Available" for the agents you want to start getting tickets.

Click Save

The green dot indicates that the agent is available for assignment.

If you want to suspend the automatic tickets assignment for one or more agents, set "Unavailable" in the Availability field for these agents.

If your agent list in Zendesk was changed - reimport it. While importing agents from Zendesk, the newly imported agents become inactive in the table. Deleted and suspended agents aren't removed from the Agents table, they just become inactive.

Setup for SP distribution side:

All agents on 1st line Availability should be selected “By schedule”
For agent who is working from Lithuania schedule should be selected as “LTU”
For agent who is working from Mexico schedule should be selected as “LATAM”
Agents Status should be “Active”

Setup for EU distribution side:

This setup is valid only for EU Lithuanian support team:

All agents on Lithuanian team should be selected “Available”
Agents Status should be “Active”

Queues

Click Queues

Select the view you want to triage in Zendesk view field.

Important! Round Robin skips already assigned and closed tickets so it's highly recommended to exclude such tickets from this view in order to prevent extra load on Zendesk by extraneous requests.

Test the settings made by "Enabled=ON"&"Save", then "Enabled=OFF"&"Save" the queue. The app runs one queue processing cycle. Check the results in Zendesk and in the Round Robin dashboard.
Set Run interval in minutes.
Set Enabled to "On" then click Save.

You can use the fields Comment and Comment mode to add a comment (Private or Public) to a ticket when it is assigned to an agent. If you leave Comment field blank the comment won't be added.

Note: default sorting will affect which tickets are allocated first. The application assigns the tickets in the order in which they are presented in the ticket source view. How this is done is shown here ("Adding views"=>8=>c section).

That's all! Tickets will now be assigned automatically. The app will receive tickets from the view and assign them to agents in the given time interval. Time to get a fresh cup of coffee! The minimal setup is complete. Further settings are optional. Keep reading for other options.

Notes:

For SP distribution is used view named: “Unassigned tickets (all_SP)not 2nd line”
For EU LT distribution is used view named: “Unassigned ticket LT_support”

If one of this view will be deleted assignation will not work!

Rules

Specify ticket assignment rules in the Rules table.

Click Rules

2. If you have set either tags or queues to "Selected in rules", you will see row headers in the table, which will contain active agent names. Column headers contain queue names and tag names for which "Selected in rules" is set. Non-zero values in the table cells indicate that the agent can receive tickets with the tag or from the queue

Click Save

Rules set in Ruptela account

Rules are based on Tags and Queues.

In front on agent name should be set “1” tickets with which Tag should be served by Agent.

With Queues is the same – “1” should be set in front of agent which should serve tickets from which queue.

Example:

From the example we see that Pol, Alfonso, and Alexis are serving tickets with “es” tag, but Raimonda, Greta and Jomilė serving tickets with “lt” tag.

Schedules

What for "Assignment by schedules" feature is?

This feature enables you to create work schedules for your agents. So tickets will be assigned to those agents that are currently at work by schedule.

I set up a schedule but Round Robin ignores it when assigning tickets.

Agents have three modes:

- Available (always available)
- Unavailable (always not available)
- By Schedule (the app detects availability by schedule)

You need to select "By Schedule" mode to schedule takes effect for the agent.

Notes:

Only SP part use schedules
LTU schedule working hours 7:00 – 17:00 UTC+2, Friday 7:00 – 16:00
LATAM schedule 9:00 – 18:00 UTC-5
During summer/ Winter time changes UTC setting should be changed, winter UTC+2, summer UTC+3