Then repeat the steps above for other Views if it is needed.I was happy to utilize the Zendesk integration so that I could hook up auto relations to other types.Choose the created View "Unassigned Tickets (Account) (RR)" and save the changes.Reload the Queues page to update the list of Views.Execute the command to update the list of Views within the queue:.Replace the filter for Status and Assignee by:.Rename the View by adding "(RR)", for example:.Go to the Views tab on the Zendesk side and find the "Unassigned Tickets (Account)" View.To create a new Zendesk View based on the one you already have you need to follow the steps: The queue "Unassigned Tickets" has a view "Unassigned Tickets (Account) (3600011)" Let's describe the example for the queue "Unassigned Tickets" The process of creating a new view is described in more detail in the next paragraph.Ĭreating a new Zendesk view especially for the Round Robin Queue But in addition, you will need to specify a created View in the Queue on the Round Robin side. The effect will be the same as in the previous point. Create a new Zendesk view especially for the Round Robin Queue that will contain only unassigned New, Open, and Pending tickets.As a result, most of the time the view will be empty due to the tickets will be disappeared from the view every minute right after the queue is launched. The view will contain only unassigned tickets if you exclude already assigned, closed, and solved ones from it. Exclude already assigned, closed, and solved tickets from the given View if this possible.If the order number of the unassigned ticket is close to 1000, so enough time may elapse from the moment the queue starts to the actual moment of the ticket assignment. The Round Robin app processes tickets sequentially one after another. As you can see, incorrect View settings on the Zendesk side significantly increase the utilization of API calls for the Round Robin app. This will be a maximum of 10 API calls * 60 minutes * 24 hours * 30 days = 432,000 API calls of unnecessary load per month, which is already more than a monthly limit for the Enterprise plan. As a result, in the worst case, 1 launch of the queue will constantly consume 10 API calls. Every 100 read tickets will utilize 1 API call. If the Zendesk View constantly contains more than 1000 tickets, then the application will read them every time. This is especially critical for the Enterprise plan because it has the largest limit. The number of Zendesk API calls will be increased.Change only the sorting of the tickets within the view so the unassigned ticket will move to the top of the view. So there are few ways to resolve the issue: How this is done is shown here ("To set the order of a view" section). The application assigns the tickets in the order in which they are presented in the ticket source view.We impose the limit for the max number of API calls as well to protect the app from overload. Round Robin uses Zendesk API to interact with your Zendesk account.As a result, the already assigned tickets 101-120 and unassigned tickets 121 - 130 wouldn't be read and handled. It will read the first 100 tickets and interrupt the reading.The app will have the following scenario:
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