Round Robin Assignement

Question

The current behaviour of Round Robin assignment seems bit odd.

For example, I've a team of 6 members(A,B,C,D,E,F). Now Monday I get 3 tickets, so it get assigned to A,B and C.

Now, when Tuesday starts, 2 tickets comes in and it should get assigned to D and E but it will get assigned to A and B again.

I would like to continue the round robin not based on a day but based on the user list. So, if A,B and C are assigned tickets on 1st day and when next ticket comes it should go to D, E and F and the cycle should repeat to A and so on.

Let me know if this is possible to setup.

Here is the screenshot of the rule I am using

APREMKU6 · Answer

Let me try that as well. But I am not sure whether I've access to create a group but I will see to get one created and try it.

Thanks @Marcus Jones

APREMKU6 · Answer

Thanks @Ste Wrightand @Jehan Bhathena I will look into the balanced workload, But there are internal tasks or Adhoc requests which gets raised and that is something which I can assign based on workload.

But just for the customer issues we want to make sure everyone gets a hands on to it by getting a ticket to work.

Marcus Jones · Answer

@APREMKU6 - Have you tried creating a group in the admin portal, adding your users into the group and then setting the round robin on the group instead of a user list?

I know it shouldn't make a difference but might be worth trying.