If you have a set of agents handling your help desk, you might want to distribute the incoming tickets uniformly among them. NeetoDesk allows you to automate this through the Round Robin ticket assignment.
Tickets will be assigned to all available agents in a sequential fashion. Suppose there are 3 agents A1, A2 and A3 available. Then the first ticket will be assigned to A1, the next one to A2, the next one to A3, the next one to A1 and so forth.
## How to setup Round Robin ticket assignment
1. Go to `Desk` -> `Admin` -> `Automation Rules` -> `New rule`.
2. Set `Execute` to `On Create`.
3. Adding a condition `Status is New Ticket`.
4. Set `Action` to `Assign Agents - Round Robin`.
5. Save.
This rule would perform Round Robin assignment among all the available agents.
## Round Robin scoped to agents within a group
If the ticket is already assigned to a group before the Round Robin algorithm kicks in, then it would perform the assignment only to the available agents within the group.
This can be achieved by adding another automation which assigns the ticket to a Group.
An example:
1. Go to `Desk` -> `Admin` -> `Automation Rules` -> `New rule`.
2. Set `Execute` to `On Create`.
3. Adding a condition `Subject contains [Sales]`.
4. Set `Action` to `Assign Group`.
5. Set `Group` to `Sales`.
6. Save.
For this to work, it is important to make sure that this rule executes before the Round Robin agent assignment rule. This can be done by placing the group-assignment rule above the Round Robin agent assignment rule using the `Reorder` feature of Automation Rules.