Round-robin ticket assignment

Smartly assign tickets to your frontline agents

Round-robin ticket assignment helps streamline feedback management by automatically distributing customer tickets across your frontline team. This balanced workload distribution ensures faster response times and prevents agent burnout, leading to more effective service recovery. 

By preventing ticket bottlenecks and maintaining consistent SLAs, round-robin assignment helps organizations close the feedback loop efficiently, ultimately improving customer satisfaction and loyalty.

Now let’s see how to utilize round-robin ticket assignment with SurveySparrow.

Once you add the agents to your Ticket Management team, turn on the Enable Round Robin toggle.

How does the round-robin ticket assignment work?

When a ticket is created for a team through a survey’s workflow, Ticket Management workflow, or Ticket Creation API, it will automatically assign it to the team member in a circular fashion. So, only after a ticket is assigned to all the team members, a ticket will be assigned to the first agent again. This ensures the tickets are handled effectively while the workload is balanced.

Note

• Round-robin ticket assignment will apply only when a ticket is created from Survey workflows or Ticket Creation API with the respective team assigned to it
• Round-robin ticket assignment will be effective when a team is assigned to an existing ticket using Ticket workflows. 
• Round-robin ticket assignment will NOT apply to tickets created or assigned manually.
• At least 2 agents should be present in a team to enable round-robin ticket assignment

Feel free to reach out to our community if you have any questions.