Effortless Ticket Assignment with Round Robin System
Are you struggling to manage support requests efficiently?
Ensure no ticket goes unanswered and every support agent gets a fair share of the workload.
Round Robin Ticket Assignment
Automate the ticket assignment process by distributing tickets among available support
agents. Ensure each agent receives a fair share of tickets, preventing overload and
reducing delays in response time.
Eliminate manual assignment and speed up response times with Desk365’s automated ticket distribution. Our Round Robin system automatically assigns tickets to available support agents, ensuring that every incoming request is promptly addressed.
Choose the ticket assignment method that best suits
your team’s needs:
Classic Round Robin: Distributes tickets in a fixed cyclic order, ensuring an equal workload distribution among all agents.
Load-aware Round Robin: Dynamically assigns tickets based on each agent’s current workload, preventing overloading and ensuring that tickets are handled efficiently.
Target your support efforts by assigning tickets only to agents within specific groups. This feature ensures that the most relevant and skilled agents handle the tickets, improving response quality and efficiency.
Efficient Support Team Management
With Round Robin ticket assignment ensure seamless ticket handling. Manage agent availability, plan for absences, & track every action taken on a ticket. Maintain a well-organized support team, minimizing delays & improving overall performance.
Keep track of your agents’ availability. Create customizable statuses such as “Available,” “Unavailable,” “Lunch,” “Field Work,” etc. This feature allows you to manage ticket assignments in real time, ensuring that only available agents receive new tickets.
Plan ahead with out-of-office scheduling to prevent tickets from being assigned to agents who are unavailable. This ensures that your support team remains responsive, even during holidays or unexpected absences.
Maintain transparency and accountability with detailed tracking of all
ticket assignment activities. Desk365’s activity tracking provides a clear record of who handled each ticket and when, making it easier to monitor performance and resolve any issues.
How to Set Up Round Robin in Desk365?
- Navigate to Settings > Round Robin: Access the Round Robin configuration options from the settings menu.
- Enable Ticket Assignment: Select the groups you want to enable Round Robin for and choose between Classic or Load-aware distribution.
- Manage Agent Availability: Use the Agent Statuses and Availability tabs to control which agents are available for ticket assignment and when.
- Configure Out-of-Office Periods: Schedule out-of-office times for agents to prevent ticket assignment during their absence.
- Monitor and Adjust: Use the Activity Tracking and Manage Access features to monitor the effectiveness of the Round Robin system and make adjustments as necessary.
Why Choose Desk365’s Round Robin Ticket Assignment?
- Simplify your support ticket management.
- Ensure that every customer inquiry is handled promptly by the right agent.
- Balance workloads and integrate seamlessly with your existing processes.
- Maintain a responsive and efficient support team.
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