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Round Robin Ticket Distribution in Zendesk: More Efficiency and Fairness

Round Robin Zendesk

We know that balancing the workload among customer support agents can be challenging. Unequal distribution of tickets among customer support teams can lead to stress, burnout, and decreased productivity.

To avoid these issues, we propose round-robin distribution. Originating from the world of sports scheduling, where each team competes against every other team in a tournament, the round-robin ensures an equitable distribution of tasks. In customer support, this translates to every agent getting a fair share of tickets to handle.

At Knots, we’ve been dedicated to developing an application that makes this possible, and here it is:

Introduction to the Round Robin Assignment by Knots

In customer support, the round-robin method makes work more fair and efficient. Implementing a round-robin system within customer support operations can be beneficial for three main reasons:

  • Balanced workloads among agents. 

This prevents overload and burnout and promotes fairness while also maintaining consistent service quality.

  • Quicker response times. 

Automatic ticket distribution among available agents can help avoid bottlenecks and enhance customer satisfaction and loyalty. This agility in ticket assignment leads to smoother customer experiences and improved retention rates.

  • Positive work environment.

A fair workload distribution and efficient ticket assignment contribute to higher agent satisfaction, lower turnover rates, and increased employee engagement.

For teams seeking to implement a round-robin system seamlessly within their existing workflow, the Knots Round Robin Ticket Assignment for Zendesk offers a comprehensive solution. This new tool streamlines ticket allocation with features, such as:

  • Automated ticket distribution based on various criteria such as agent availability, expertise, or custom-defined rules.
  • Customizable rules and conditions to tailor ticket allocation to your team’s needs.
  • Real-time feature, that allows to adapt workload to the quickly changing ticket volumes and agent availability.
  • Seamless integration with your team’s current Zendesk setup.

With the Knots Round Robin Ticket Assignment application, teams can optimize resource utilization, maximize efficiency, and deliver outstanding customer support consistently.

Simplifying Customer Support with Round Robin App for Zendesk

Let’s take an e-commerce company dealing with a flood of customer inquiries after a big product launch as an example. For this company, manual ticket assignment isn’t cutting it anymore. That’s where the Knots Round Robin app for Zendesk comes in. It automatically assigns tickets to available agents, cutting wait times and boosting satisfaction.

For the support team, it’s a relief. Fair ticket distribution means less stress and better teamwork. Knots makes ticket assignments simple, freeing up supervisors for other tasks. Agents can jump right into solving issues, increasing productivity.

No more bias or favoritism. Knots ensures fairness for all agents and relieves managers of the burden of ticket distribution. Plus, it’s flexible enough to handle changes in ticket volume as the company grows.

Balance Your Team’s Workload with Knots

Although Knots Round Robin app for Zendesk is just a tool, it can make a significant difference in how we handle customer support. With its smart technology, the workload is distributed evenly among agents, reducing stress and improving team efficiency. By automating ticket assignments, Knots empowers support teams to deliver timely and exceptional service to customers, ultimately contributing to enhanced satisfaction and loyalty.

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