There are a lot of asks in this one ideas forum post, so I’d like to add some details and plans we have for the future.
1. Workflows does allow for the distribution of object assignment via the ‘rotate owner’ action (KB).
2. The ‘rotate owner’ action can be used in a workflow based from the object being rotated (i.e., rotating a ticket is done in a ticket-based workflow), which can sometimes be different from the workflow where the object was created (i.e., a contact-based workflow creates a ticket but you can’t ‘rotate owner’ on the created ticket), which I think is the original concern.
3. The ‘rotate owner’ action rotates objects among the users OR teams in the action via strict round robin, and doesn’t take into account the total objects currently assigned to those users through other ‘rotate owner’ actions or manual assignments. Equally, the user’s availability status isn’t taken into account which matters for real-time communications.
With the recent addition of user working hours (KB) and a future addition of user out of office, we want to introduce the following capabilities in ticket-based workflows:
- Allow the selection of users AND teams when assigning tickets via the workflow action
- Choose how the ticket is rotated between the target users/teams: strict round robin, random, or a new load-based round robin option which takes the user’s current # of tickets into account and assigns to the user with the least amount of open tickets
- Choose to route based on user availablity or not. If routing on user availability, users who are in an away status (this includes the user’s working hours and future out of office settings) at time of ticket routing will not be assigned the ticket
- If no one can be assigned the ticket (ex., all eligible users are away) via the workflow, then the ticket will be assigned to the target teams via the new Assigned Teams property and show up under the ‘My Team’s Unassigned’ view in Help desk, or corresponding Tickets views that include the Assigned Teams property to be picked up manually
We will think about weighted distributions and updating the create ticket assignment options separately.
If anyone would like to talk to us about this feature or ticket routing in general, we’d love to hear from you!