Distribute Tickets Evenly Across Agents Automatically

🟩 1. What Is Round Robin Assignment?

Round Robin Assignment automatically distributes incoming tickets equally among available agents in a department.

It ensures:

• Fair workload distribution

• No agent is overloaded

• Faster response times

• Balanced team performance

Round Robin = Smart, equal ticket distribution.

🟩 2. Why Round Robin Is Useful

• Perfect for high‑volume teams

• Ensures every agent gets equal number of tickets

• Reduces manual assignment work

• Improves SLA compliance

• Prevents favoritism or uneven workload

• Helps new agents get consistent practice

🟩 3. How Round Robin Works

When a new ticket arrives:

1. Zoho Desk checks which agents are available

2. It assigns the ticket to the next agent in rotation

3. The cycle continues evenly

4. If an agent is offline, they are skipped

5. If an agent becomes available again, they rejoin the rotation

🟩 4. How to Enable Round Robin Assignment (Step‑by‑Step)

Step 1: Go to Setup

Click the gear icon.

Step 2: Select Assignment Rules

Under Automation.

Step 3: Choose the Department

Example: Service, Warranty, E‑commerce, Billing.

Step 4: Click + New Rule

Give the rule a name.

Step 5: Add Conditions (Optional)

Examples:

• Channel = Email

• Tag = service

• Product Category = Chimney

Step 6: Choose Assign to → Round Robin

Select the agents who should be part of the rotation.

Step 7: Save

Round Robin becomes active immediately.

🟩 5. Round Robin Settings You Can Control

1. Include Only Online Agents

Desk can assign tickets only to agents who are:

• Logged in

• Marked as Available

2. Exclude Agents on Break

Agents marked as Busy or Away are skipped.

3. Department‑Specific Rotation

Each department can have its own Round Robin group.

4. Priority‑Based Rotation

You can create separate rules for:

• High priority

• Medium priority

• Low priority

🟩 6. Examples for Kanchan Electronics

1. Service Department

Agents: Ravi, Mohit, Suresh Tickets rotate: Ravi → Mohit → Suresh → Ravi → …

2. Warranty Department

Agents: Priya, Neha Tickets rotate: Priya → Neha → Priya → Neha → …

3. E‑commerce Department

Condition: Tag = order‑issue Agents: Rahul, Karan, Deepak Tickets rotate equally.

4. Billing Department

Condition: Tag = refund Agents: Accounts Team Tickets rotate among billing agents.

🟩 7. Best Practices

• Keep rotation groups small and balanced

• Remove inactive agents from rotation

• Use conditions to route specific tickets

• Combine Round Robin with SLAs

• Review agent workload weekly

• Use separate rules for different ticket types

🟩 FAQs

Q1. What happens if an agent is offline? They are skipped automatically.

Q2. Can I include only selected agents? Yes, you choose exactly who participates.

Q3. Does Round Robin work with all channels? Yes — email, web forms, chat, API, and social.