{"id":27944,"date":"2024-08-09T06:55:33","date_gmt":"2024-08-09T06:55:33","guid":{"rendered":"https:\/\/help.desk365.io\/en\/docs\/getting-started\/configuring-your-support-team\/setting-up-the-round-robin-ticket-assignment\/"},"modified":"2026-03-13T08:28:51","modified_gmt":"2026-03-13T08:28:51","slug":"automate-ticket-assignment-with-round-robin","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/automate-ticket-assignment-with-round-robin\/","title":{"rendered":"Automating ticket assignment with Round Robin"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"27944\" class=\"elementor elementor-27944\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-eb2c03c e-flex e-con-boxed e-con e-parent\" data-id=\"eb2c03c\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f2b0323 elementor-widget elementor-widget-template\" data-id=\"f2b0323\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35523\" class=\"elementor elementor-35523\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9dbc061 e-flex e-con-boxed e-con e-parent\" data-id=\"9dbc061\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4e5d324 elementor-widget elementor-widget-html\" data-id=\"4e5d324\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n<span style=\"display:inline-flex; align-items:center; gap:8px;\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n<circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n<path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n<\/span>\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n<span style=\"display:inline-flex; align-items:center; gap:8px;\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n<circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n<path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n<\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1351f82 elementor-widget elementor-widget-video\" data-id=\"1351f82\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/T1jJ8Q5tGvo?si=FyUzEYjw8IpT7oB0&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bb5e777 elementor-widget elementor-widget-text-editor\" data-id=\"bb5e777\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW40406980 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW40406980 BCX0\">The Round Robin ticket assignment system in Desk365 ensures that tickets are correctly distributed among support agents. The feature streamlines ticket assignments by automating the process, ensuring a balanced distribution of workload among support agents. By circularly assigning tickets or based on the load of each agent who is online, the Round Robin system saves time and allows agents to start working on tickets <\/span><span class=\"NormalTextRun SCXW40406980 BCX0\">immediately<\/span><span class=\"NormalTextRun SCXW40406980 BCX0\">. This guide will walk you through the steps to set up and <\/span><span class=\"NormalTextRun SCXW40406980 BCX0\">utilize<\/span><span class=\"NormalTextRun SCXW40406980 BCX0\"> the Round Robin feature in Desk365.<\/span><\/span><span class=\"EOP SCXW40406980 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad56314 elementor-widget elementor-widget-heading\" data-id=\"ad56314\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Accessing the Round Robin feature <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c468a8 elementor-widget elementor-widget-text-editor\" data-id=\"8c468a8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">To set up Round Robin ticket assignments in Desk365, navigate to Settings &gt; Round Robin.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Below the Round Robin menu in Desk365, you&#8217;ll find several options to enhance your ticket assignment process and manage your support team effectively.<\/span>\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c670525 elementor-widget elementor-widget-image\" data-id=\"c670525\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/locating-the-round-robin-feature-in-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-32382\" alt=\"locating-the-round-robin-feature-in-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/locating-the-round-robin-feature-in-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/locating-the-round-robin-feature-in-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/locating-the-round-robin-feature-in-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/locating-the-round-robin-feature-in-desk365-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/locating-the-round-robin-feature-in-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ff8e05 elementor-widget elementor-widget-heading\" data-id=\"3ff8e05\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Ticket assignment \n <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-397597f elementor-widget elementor-widget-text-editor\" data-id=\"397597f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">This option offers a centralized view of all groups within the system, where ticket assignment can be enabled or disabled for each group. You can choose between the Classic Round Robin option or the Load-aware Round Robin option.<\/span><\/p><p><span data-contrast=\"auto\">In addition, ticket assignment considers each agent&#8217;s current status, allowing for more effective task management. <\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2bf9a0b elementor-widget elementor-widget-image\" data-id=\"2bf9a0b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"478\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/choosing-round-robin-ticket-assignment-method-1024x478.webp\" class=\"attachment-large size-large wp-image-32383\" alt=\"choosing-round-robin-ticket-assignment-method\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/choosing-round-robin-ticket-assignment-method-1024x478.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/choosing-round-robin-ticket-assignment-method-300x140.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/choosing-round-robin-ticket-assignment-method-768x358.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/choosing-round-robin-ticket-assignment-method.webp 1151w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3e354a0 elementor-widget elementor-widget-text-editor\" data-id=\"3e354a0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><strong>Classic Round Robin<\/strong> distributes tickets evenly in a fixed, cyclic order among available agents, regardless of how many tickets they currently have.<\/li><li><strong>Load-aware Round Robin<\/strong> takes into account the current workload of each agent, ensuring that agents with fewer tickets are prioritized. This method helps prevent overloading any agent and keeps the workload balanced.<\/li><\/ul><p>To learn more about the Load-aware Round Robin method and how it can improve your support operations, <a title=\"#\" target=\"_blank\" rel=\"noreferrer noopener\">c<\/a>lick here to read the full article on <a href=\"https:\/\/help.desk365.io\/en\/articles\/load-aware-round-robin-ticket-assignment\/\">Load-aware ticket assignment.<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0d4daf elementor-widget elementor-widget-text-editor\" data-id=\"f0d4daf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW236795378 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW236795378 BCX0\">The <\/span><\/span><strong><span class=\"TextRun SCXW236795378 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW236795378 BCX0\">Agents<\/span><\/span><\/strong><span class=\"TextRun SCXW236795378 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW236795378 BCX0\"> tab, <\/span><span class=\"NormalTextRun SCXW236795378 BCX0\">located<\/span><span class=\"NormalTextRun SCXW236795378 BCX0\"> next to <\/span><\/span><span class=\"TextRun SCXW236795378 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW236795378 BCX0\">Ticket Assignment<\/span><\/span><span class=\"TextRun SCXW236795378 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW236795378 BCX0\">, displays a list of agents associated with the group, along with their availability statuses. Additionally, auto-assignment can be individually<\/span><span class=\"NormalTextRun SCXW236795378 BCX0\"> enabled or<\/span><span class=\"NormalTextRun SCXW236795378 BCX0\"> disabled for specific agents, offering flexibility in managing workload distribution within the team.<\/span><\/span><span class=\"TextRun SCXW236795378 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW236795378 BCX0\">\u00a0<\/span><\/span><span class=\"EOP SCXW236795378 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3a9c3cc elementor-widget elementor-widget-image\" data-id=\"3a9c3cc\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"597\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-agent-availability-status-desk365-round-robin-1024x597.webp\" class=\"attachment-large size-large wp-image-32384\" alt=\"viewing-agent-availability-status-desk365-round-robin\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-agent-availability-status-desk365-round-robin-1024x597.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-agent-availability-status-desk365-round-robin-300x175.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-agent-availability-status-desk365-round-robin-768x448.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-agent-availability-status-desk365-round-robin.webp 1136w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5528c33 elementor-widget elementor-widget-heading\" data-id=\"5528c33\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Agent statuses<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-38e4a48 elementor-widget elementor-widget-text-editor\" data-id=\"38e4a48\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW151395943 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW151395943 BCX0\">This tab offers a comprehensive list of all agent statuses, including default options like &#8220;Available&#8221; and &#8220;Unavailable.&#8221; Admins can easily view, create, edit, <\/span><span class=\"NormalTextRun SCXW151395943 BCX0\">and <\/span><span class=\"NormalTextRun SCXW151395943 BCX0\">de<\/span><span class=\"NormalTextRun SCXW151395943 BCX0\">lete<\/span><span class=\"NormalTextRun SCXW151395943 BCX0\"> custom statuses such as &#8220;Lunch&#8221; or &#8220;Field Work&#8221; to provide more context about an agent&#8217;s availability. This flexibility allows admins to configure statuses that align with the organization&#8217;s workflow, ensuring agents are only assigned tickets w<\/span><span class=\"NormalTextRun SCXW151395943 BCX0\">hen <\/span><span class=\"NormalTextRun SCXW151395943 BCX0\">the<\/span><span class=\"NormalTextRun SCXW151395943 BCX0\">y&#8217;re<\/span><span class=\"NormalTextRun SCXW151395943 BCX0\"> available.<\/span><\/span><span class=\"EOP SCXW151395943 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c7e82f elementor-widget elementor-widget-image\" data-id=\"1c7e82f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"582\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/creating-new-agent-statuses-ticket-assignment-round-robin-1024x582.webp\" class=\"attachment-large size-large wp-image-32385\" alt=\"creating-new-agent-statuses-ticket-assignment-round-robin\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/creating-new-agent-statuses-ticket-assignment-round-robin-1024x582.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/creating-new-agent-statuses-ticket-assignment-round-robin-300x171.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/creating-new-agent-statuses-ticket-assignment-round-robin-768x437.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/creating-new-agent-statuses-ticket-assignment-round-robin.webp 1076w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f2bba2 elementor-widget elementor-widget-heading\" data-id=\"3f2bba2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Agent availability <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a8c0795 elementor-widget elementor-widget-text-editor\" data-id=\"a8c0795\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW20363602 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW20363602 BCX0\">The availability<\/span><span class=\"NormalTextRun SCXW20363602 BCX0\"> section displays a list of all agents along with their current availability status. <\/span><span class=\"NormalTextRun SCXW20363602 BCX0\">Admins<\/span><span class=\"NormalTextRun SCXW20363602 BCX0\"> or managers<\/span><span class=\"NormalTextRun SCXW20363602 BCX0\"> can change the availability statuses for support agents from here and schedule specific times when agents will be <\/span><span class=\"NormalTextRun SCXW20363602 BCX0\">out of <\/span><span class=\"NormalTextRun SCXW20363602 BCX0\">the office<\/span><span class=\"NormalTextRun SCXW20363602 BCX0\">, ensuring that the ticket assignment process <\/span><span class=\"NormalTextRun SCXW20363602 BCX0\">remains<\/span><span class=\"NormalTextRun SCXW20363602 BCX0\"> efficient and well-organized. <\/span><\/span><span class=\"LineBreakBlob BlobObject DragDrop SCXW20363602 BCX0\"><span class=\"SCXW20363602 BCX0\">\u00a0<\/span><br class=\"SCXW20363602 BCX0\" \/><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0147018 elementor-widget elementor-widget-image\" data-id=\"0147018\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"771\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/checking-agent-availability-desk365-round-robin-ticket-assignment-1024x771.webp\" class=\"attachment-large size-large wp-image-32386\" alt=\"checking-agent-availability-desk365-round-robin-ticket-assignment\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/checking-agent-availability-desk365-round-robin-ticket-assignment-1024x771.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/checking-agent-availability-desk365-round-robin-ticket-assignment-300x226.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/checking-agent-availability-desk365-round-robin-ticket-assignment-768x578.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/checking-agent-availability-desk365-round-robin-ticket-assignment.webp 1120w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f91985 elementor-widget elementor-widget-heading\" data-id=\"7f91985\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Out-of-Office scheduling<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-637a294 elementor-widget elementor-widget-text-editor\" data-id=\"637a294\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If an agent has scheduled an out-of-office period, for vacation, sick leave, or other reasons, the system will recognize that the agent is temporarily unavailable. During the out-of-office period, Desk365 will ensure that no new tickets are assigned to that particular agent. This prevents delays in ticket resolution and ensures that customer inquiries are promptly addressed by available agents.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0282c5 elementor-widget elementor-widget-image\" data-id=\"f0282c5\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"767\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/scheduling-out-of-office-in-desk365-helpdesk-ticketing-system-1024x767.webp\" class=\"attachment-large size-large wp-image-32387\" alt=\"\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/scheduling-out-of-office-in-desk365-helpdesk-ticketing-system-1024x767.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/scheduling-out-of-office-in-desk365-helpdesk-ticketing-system-300x225.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/scheduling-out-of-office-in-desk365-helpdesk-ticketing-system-768x575.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/scheduling-out-of-office-in-desk365-helpdesk-ticketing-system.webp 1122w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bdc81ca elementor-widget elementor-widget-text-editor\" data-id=\"bdc81ca\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><b><i><span data-contrast=\"auto\">Important Note:<\/span><\/i><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><span data-contrast=\"auto\">Even if an agent\u2019s availability status is marked as &#8220;available,&#8221; if they have scheduled an out-of-office period, Desk365 will not assign any tickets to them during that time.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fa8afb3 elementor-widget elementor-widget-text-editor\" data-id=\"fa8afb3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW70850764 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW70850764 BCX0\">The <\/span><\/span><strong><span class=\"TextRun SCXW70850764 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW70850764 BCX0\">Manage Access<\/span><\/span><\/strong><span class=\"TextRun SCXW70850764 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW70850764 BCX0\"> tab allows administrators and managers to <\/span><span class=\"NormalTextRun SCXW70850764 BCX0\">control<\/span><span class=\"NormalTextRun SCXW70850764 BCX0\"> permissions, ensuring that only authorized agents can update their own availability status or set their &#8216;Out of Office&#8217; schedules. When this option is enabled by the admin, agents can manage their status directly, making it convenient for brief periods during the workday, such as attending meetings when they cannot take on new tickets. This ensures a streamlined and controlled environment for managing agent availability within the organization.<\/span><span class=\"NormalTextRun SCXW70850764 BCX0\">\u00a0<\/span> <\/span><span class=\"EOP SCXW70850764 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e81698b elementor-widget elementor-widget-image\" data-id=\"e81698b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"757\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/manage-agent-availability-and-out-of-office-access-1024x757.webp\" class=\"attachment-large size-large wp-image-32388\" alt=\"manage-agent-availability-and-out-of-office-access\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/manage-agent-availability-and-out-of-office-access-1024x757.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/manage-agent-availability-and-out-of-office-access-300x222.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/manage-agent-availability-and-out-of-office-access-768x568.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/manage-agent-availability-and-out-of-office-access.webp 1136w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8d7afb4 elementor-widget elementor-widget-text-editor\" data-id=\"8d7afb4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW62459299 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW62459299 BCX0\">Agents can easily update their status to &#8216;Unavailable&#8217; or <\/span><span class=\"NormalTextRun SCXW62459299 BCX0\">they can schedule their <\/span><span class=\"NormalTextRun SCXW62459299 BCX0\">&#8216;Out of Office&#8217; through the Agent Portal<\/span><span class=\"NormalTextRun SCXW62459299 BCX0\"> by clicking on the profile<\/span><span class=\"NormalTextRun SCXW62459299 BCX0\">. However, admins and managers <\/span><span class=\"NormalTextRun SCXW62459299 BCX0\">retain<\/span><span class=\"NormalTextRun SCXW62459299 BCX0\"> control and can override these settings from the Availability tab to ensure proper management and workflow continuity. This flexibility helps <\/span><span class=\"NormalTextRun SCXW62459299 BCX0\">maintain<\/span><span class=\"NormalTextRun SCXW62459299 BCX0\"> an efficient and responsive support team.<\/span><\/span><span class=\"EOP SCXW62459299 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-294b152 elementor-widget elementor-widget-image\" data-id=\"294b152\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"640\" height=\"366\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/round-robin-checking-status-via-profile.webp\" class=\"attachment-large size-large wp-image-32389\" alt=\"round-robin-checking-status-via-profile\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/round-robin-checking-status-via-profile.webp 640w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/round-robin-checking-status-via-profile-300x172.webp 300w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c601db elementor-widget elementor-widget-text-editor\" data-id=\"1c601db\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW8197537 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW8197537 BCX0\">These options provide comprehensive control over your ticketing system, ensuring tickets are managed efficiently and support agents&#8217; workloads are balanced.<\/span><\/span><span class=\"EOP SCXW8197537 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-31a79e0 elementor-widget elementor-widget-heading\" data-id=\"31a79e0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Important notes on Round Robin ticket assignment <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c0bb40 elementor-widget elementor-widget-text-editor\" data-id=\"4c0bb40\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Group Membership Requirement<\/span><\/b><span data-contrast=\"auto\">: The Round Robin system will only assign tickets to agents who are part of the specific group. If an agent is not a member of that group, they will not receive any tickets through the Round Robin process.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Agent Availability<\/span><\/b><span data-contrast=\"auto\">: If there are four agents in a group and agent 2 and agent 3 are marked as unavailable, incoming tickets will be automatically assigned to agent 1 and agent 4. This will continue until agent 2 or agent 3 becomes available again.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Settings Tab Access<\/span><\/b><span data-contrast=\"auto\">: Only agents with access to the Settings tab can auto-assign tickets and manage the agent availability settings. This ensures that only authorized personnel can make changes to ticket assignment rules.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Ticket Activities Tracking<\/span><\/b><span data-contrast=\"auto\">: All activities related to the Round Robin assignment can be viewed in the ticket activities section. This provides a clear record of how and when tickets were assigned to agents.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8e6cc61 elementor-widget elementor-widget-image\" data-id=\"8e6cc61\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"482\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-round-robin-ticket-assignment-in-ticket-activities-1024x482.webp\" class=\"attachment-large size-large wp-image-32390\" alt=\"viewing-round-robin-ticket-assignment-in-ticket-activities\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-round-robin-ticket-assignment-in-ticket-activities-1024x482.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-round-robin-ticket-assignment-in-ticket-activities-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-round-robin-ticket-assignment-in-ticket-activities-768x361.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-round-robin-ticket-assignment-in-ticket-activities-1536x722.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/viewing-round-robin-ticket-assignment-in-ticket-activities.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f33753 elementor-widget elementor-widget-text-editor\" data-id=\"9f33753\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"6\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Unassigned Tickets<\/span><\/b><span data-contrast=\"auto\">: If a ticket is created and not immediately assigned to an agent, the Round Robin system will trigger and automatically assign it to an available agent within the specific group.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"6\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Automation Compatibility<\/span><\/b><span data-contrast=\"auto\"><span data-contrast=\"auto\">: <\/span><\/span>The Round Robin system in Desk365 works smoothly with automation rules, making ticket distribution more efficient and consistent without needing manual effort. However, it&#8217;s important to note that Round Robin assignment happens <strong>after<\/strong> automation rules are applied. This means that if an automation rule is set to assign a ticket to a specific agent, the Round Robin process will not run for that ticket. In other words, automation rules always come first. If a ticket is already assigned to an agent through an automation rule, the Round Robin system won\u2019t reassign it.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-08e14e3 elementor-widget elementor-widget-image\" data-id=\"08e14e3\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"679\" height=\"1024\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/auto-assign-tickets-with-automation-rules-desk365-679x1024.webp\" class=\"attachment-large size-large wp-image-32391\" alt=\"auto-assign-tickets-with-automation-rules-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/auto-assign-tickets-with-automation-rules-desk365-679x1024.webp 679w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/auto-assign-tickets-with-automation-rules-desk365-199x300.webp 199w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/auto-assign-tickets-with-automation-rules-desk365-768x1158.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/auto-assign-tickets-with-automation-rules-desk365-1019x1536.webp 1019w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/auto-assign-tickets-with-automation-rules-desk365.webp 1152w\" sizes=\"(max-width: 679px) 100vw, 679px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5a6c556 elementor-widget elementor-widget-text-editor\" data-id=\"5a6c556\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><b><span data-contrast=\"auto\">Round Robin triggers<\/span><\/b> &#8211; <span data-contrast=\"auto\">Round Robin triggers allow you to perform additional automated actions immediately after a ticket is assigned to a support agent through Round Robin. This helps you customize post-assignment workflows \u2014 for example, sending alerts, adding private or public notes, or updating fields when the ticket lands with an agent. These triggers ensure that no manual follow-up is needed once the Round Robin assignment happens.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Let\u2019s\u00a0look at a simple example to understand how it works in action.<\/span>\u00a0<br \/>\u00a0<br \/><span data-contrast=\"auto\">A customer\u00a0submits\u00a0a ticket via the Support Portal. An automation rule routes it to the IT Support group. The Round Robin system then automatically assigns it to the next available agent in that group. After the ticket is assigned, a Round Robin\u00a0trigger\u00a0automation runs and adds a\u00a0private\u00a0note\u00a0to the support\u00a0agent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6aab3f9 elementor-widget elementor-widget-image\" data-id=\"6aab3f9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1001\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/desk365-automation-rule-round-robin-triggers-1024x1001.webp\" class=\"attachment-large size-large wp-image-33821\" alt=\"desk365-automation-rule-round-robin-triggers\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/desk365-automation-rule-round-robin-triggers-1024x1001.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/desk365-automation-rule-round-robin-triggers-300x293.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/desk365-automation-rule-round-robin-triggers-768x751.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/desk365-automation-rule-round-robin-triggers-16x16.webp 16w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/desk365-automation-rule-round-robin-triggers-18x18.webp 18w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/desk365-automation-rule-round-robin-triggers-20x20.webp 20w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/desk365-automation-rule-round-robin-triggers.webp 1426w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ade2f5 elementor-widget elementor-widget-text-editor\" data-id=\"3ade2f5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW4317803 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW4317803 BCX0\">In the Ticket Activities section, you can view this sequence clearly, showing the automation rule application, Round Robin assignment, and the trigger action \u2014 all happening automatically.<\/span><\/span><span class=\"EOP SCXW4317803 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f5b9f2 elementor-widget elementor-widget-image\" data-id=\"9f5b9f2\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"373\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/round-robin-trigger-shown-in-ticket-activities-1024x373.webp\" class=\"attachment-large size-large wp-image-33822\" alt=\"round-robin-trigger-shown-in-ticket-activities\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/round-robin-trigger-shown-in-ticket-activities-1024x373.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/round-robin-trigger-shown-in-ticket-activities-300x109.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/round-robin-trigger-shown-in-ticket-activities-768x279.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/round-robin-trigger-shown-in-ticket-activities.webp 1105w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10b5d14 elementor-widget elementor-widget-text-editor\" data-id=\"10b5d14\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">By combining automation rules with Round Robin triggers, you can ensure that tickets are not only distributed evenly but also accompanied by the right follow-up actions, making your workflow completely hands-free and transparent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><b><i><span data-contrast=\"auto\">Note:<\/span><\/i><\/b><span data-contrast=\"auto\">\u00a0If you manually trigger Round Robin after a ticket has already been assigned to an agent, the Round Robin Trigger rules will still apply to that ticket,\u00a0ensuring consistent automation behavior whether assignments are automatic or manual.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a62a8f elementor-widget elementor-widget-text-editor\" data-id=\"6a62a8f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><b><span data-contrast=\"auto\">Notification Alerts<\/span><\/b><span data-contrast=\"auto\">: Agents can receive \u201cTicket Assigned To Agent\u201d notification alerts via Microsoft Teams and Email when triggered using the Robin-Robin ticket assignment method. This ensures that agents are promptly informed about new ticket assignments, enabling them to respond quickly.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-83cf8cb elementor-widget elementor-widget-text-editor\" data-id=\"83cf8cb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW208262050 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW208262050 BCX0\">Desk365&#8217;s <a href=\"https:\/\/www.desk365.io\/round-robin-ticket-assignment\/\" target=\"_blank\" rel=\"noopener\">Round Robin ticket assignment<\/a> system offers flexibility and efficiency in managing support tickets. By configuring the Ticket Assignment, Agent Statuses, and Agent Availability options, you can ensure a balanced workload among your support agents and streamline the ticket management process.<\/span><\/span><span class=\"EOP SCXW208262050 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-865eee8 e-flex e-con-boxed e-con e-parent\" data-id=\"865eee8\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-18d58d3 elementor-widget elementor-widget-heading\" data-id=\"18d58d3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Related article<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0a32e9f e-flex e-con-boxed e-con e-parent\" data-id=\"0a32e9f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-19e835f elementor-widget elementor-widget-text-editor\" data-id=\"19e835f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><a href=\"https:\/\/help.desk365.io\/en\/articles\/load-aware-round-robin-ticket-assignment\/\" target=\"_blank\" rel=\"noopener\">Understanding the Load-Aware Round Robin Ticket Assignment<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":17822,"menu_order":4,"comment_status":"closed","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-27944","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27944","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=27944"}],"version-history":[{"count":91,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27944\/revisions"}],"predecessor-version":[{"id":35617,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27944\/revisions\/35617"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17822"}],"next":[{"title":"Understanding the load-aware Round Robin ticket assignment","link":"https:\/\/help.desk365.io\/en\/articles\/load-aware-round-robin-ticket-assignment\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/28716"}],"prev":[{"title":"Setting up custom roles","link":"https:\/\/help.desk365.io\/en\/articles\/setting-up-custom-roles\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18070"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=27944"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=27944"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}