Installation guide for the Round Robin Assignment app

Watch the installation video (written step-by-step guide below)

1. Install the app

1. Click this link to open the app in the Zendesk Marketplace.
2. Click the Install button on the right.
3. Select the Zendesk instance where you want to install the app.
4. Follow the redirection to your Zendesk Admin space. (Make sure you have admin rights.)
5. (Optional) Rename the app (default: "Round Robin Assignment by Knots") or set role/group restrictions as needed.
6. Click Install to finish the setup.

2. Access the app

1. Open your Agent Workspace:
   • Click the four-square icon at the top-right, then select Support.
2. In the Support Workspace, find the Round Robin Assignment by Knots app icon on the left panel.
   • If it's not visible, click the three dots at the bottom left to locate hidden apps.
     

3. Log in or create a Knots account

On the Settings page, click Login to either:

• Create a new Knots account.
• Log in if you already have a Knots account.
  

4. Set up the app

Once you're logged in, follow these steps to configure the app:

1. Find "Knots Round Robin Queue 0" and rename it to match your internal naming conventions.
2. Under Status of finished tickets, choose a ticket status (e.g., "Closed") to filter out tickets from the assignment limit count. Tickets with statuses lower than the one you select (like "Open" or "Pending") will count toward an agent’s ticket limit.

   

3. In Set tag on assigned ticket, define a tag to be added when a ticket is assigned. The default is knots_round_robin_allot, but you can change this to suit your workflow.
4. Customize the workflow:
   • Click Add Assignee to choose which agents should be included in the round-robin distribution.
   • Select the Assignee.
   • Use the Ticket Frequency field to determine how often each agent receives tickets. For example, if you set Agent A to 2 and Agent B to 1, Agent A will receive twice as many tickets as Agent B.
   • In the Ticket Limit field, enter the maximum number of tickets an agent can hold at one time. Enter 0 for unlimited tickets. 
     Tip: Combine this setting with Assign older tickets first to improve ticket management.

     

5. Customize optional settings:
   • Toggle Attach Internal Comment to ON to save round-robin stats as a private internal note. You can customize the comment via dynamic content. 
     Tip: Search for round_robin_internal_dc in your dynamic content settings (Admin center > Workspaces > Agent tools > Dynamic content).
   • Toggle Assign older ticket first option to prioritize unassigned tickets based on their age. Once this feature is enabled, use the Older ticket filter to define which tickets are considered “older.” For example: priority:urgent created>2024-01-31. Avoid using group, assignee, order_by, or sort in the filter. 
     Tip: Click this link for Zendesk Support search reference.
   • Enter a tag like agent_ooo in the Agent Out of Office Tag field. Agents with this tag won't receive new tickets.
     Tip: This works well with Zendesk’s Out of Office app.

     

6. When you're done, click Save and Activate to apply your settings.

For more information about the app, visit Round Robin Ticket Assignment. 

If you have any questions or suggestions regarding this app, please reach out to us at support@knots.io or through our contact form.