Installing Round Robin Assignment by Knots

1. Installing the Round Robin Assignment App

1. 1. Use this link to open the app in the Zendesk marketplace.
   2. Click the Install button on the right.
   3. Choose the Zendesk instance for the installation.
   4. Follow the redirection to your Zendesk Admin space (ensure you have admin rights).
   5. Optionally, rename the app (default: "Round Robin Assignment by Knots") and set role or group restrictions.
   6. Click Install to complete.

2. Accessing the App

1. Go to your agent workspace by clicking the four squares icon at the top-right, then select Support.
2. In the Support workspace, click the Round Robin Assignment icon on the left.
   Note: If you have numerous apps installed, it might be hidden under the three dots at the lower left part of your screen. Click on this icon to proceed.
   

3. Creating a Knots Account

• On the Settings page, go to "Login" to create a new account or log in if you are already a Knots customer.
  

4. Setting up the Round Robin Assignment App

1. Rename the "Knots Round Robin Queue 0" to match your internal naming conventions for easy identification.

2. Navigate to the Status of Finished Tickets dropdown and select a status to filter out tickets from the assignment limit count. Any ticket with a status below the one you select will be included in the count toward the agent’s ticket limit. For example, if you choose "Closed," only tickets with statuses lower than "Closed" (such as "Open" or "Pending") will count toward an agent's ticket limit.
   
   
   

3. In the Set Tag on Assigned Ticket field, define the tag that will be automatically applied to a ticket when it’s assigned. By default, the tag is knots_round_robin_allot, but you can modify this to fit your ticketing or reporting system.
4. If you want specific agents to be included in the round-robin assignment, click Add Assignee and select the agents who should receive tickets.
5. In the Ticket Frequency field, set how often each agent should be assigned tickets relative to other assignees. For example, if two agents have a frequency of 1, tickets will be distributed evenly. If one agent has a frequency of 2 and the other 1, the agent with the higher frequency will receive more tickets. If agents have the same frequency, the agent with fewer currently assigned tickets will receive the next one.
6. Use the Ticket Limit field to set the maximum number of tickets an agent can handle at any given time. A value of 0 means no limit, allowing agents to receive unlimited tickets. For optimal performance, combine this with the Assign Older Ticket First feature to ensure older tickets are handled while managing agent workloads.
7. Optional Settings:
   
   • To save round-robin assignment statistics as a private internal comment, switch the Attach Internal Comment toggle to ON. The comments will be generated with the help of dynamic content,  which can be customized. Click on the provided link and search for "round_robin_internal_dc" to edit. This feature is useful for tracking ticket distribution internally without revealing details to customers.
   • If you want the system to prioritize older tickets for assignment, turn on the Assign Older Ticket First option. This will assign the oldest unassigned tickets first. Combining this with the Ticket Limit feature can help ensure agents are not overwhelmed while still prioritizing older tickets.
   • When prioritizing older tickets, use the Older Ticket Filter field to specify conditions, such as "priority:urgent created>2024-01-31". This allows you to assign tickets based on urgency or specific creation dates. Avoid using parameters like "group", "assignee",  "order_by", or "sort" in the filter. You can learn more about filters in the Zendesk Support search reference. 
   • In the Agent Out of Office Tag field, define a tag (e.g., agent_ooo) for agents who are out of office, preventing tickets from being assigned to them while the tag is active. Leaving the field empty will deactivate this option. This feature works well with the Zendesk’s Out of Office app.
8. Once all settings have been configured, click Save and Activate to apply the changes.

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 zendesk@knots.io or through our contact form.