Help
HomeFeaturesPricingBlog
  • What is Keeping?
  • Getting Started
    • Quick start for admins
    • Quick start for agents
    • Using Keeping in Gmail
    • Keeping and your customer
    • Keeping for Chrome
    • Keeping for Safari
  • Fundamentals
    • Mobile & web access
    • Converting an email to a ticket
    • Using Templates
    • Changing ticket status
    • Assigning a ticket
    • Editing ticket recipients
    • Moving a ticket
    • Sharing a ticket
    • Using tags
    • Enable an autoreply
    • Creating a new ticket
    • Collision detection
    • Email signatures
    • Private notes
    • Activity log
    • Managing spam
    • Shared drafts
    • Agent Availability
  • Setup
    • Installing the Chrome Extension
    • Installing the Safari Extension
    • Integrations
      • Asana
      • ClickUp
      • HubSpot
      • Jira
      • Linear
      • Shortcut
      • Shopify
      • Zapier
    • Connecting a mailbox
      • Sign in with Google
      • Connect a Google Group
      • Connect a Gmail Alias
      • Forwarding your mailbox
      • Custom domains
      • Connect a web form
      • Disconnecting a mailbox
    • Inviting users
    • Admin & agent roles
    • Manually updating the Extension
  • Workflows
    • What are Workflows?
    • Creating Workflows
    • Workflow conditions
    • Workflow actions
    • Round Robin assignment
  • Service Level Agreements
    • What are SLAs?
    • Creating an SLA
    • SLA conditions
    • SLA actions
  • Satisfaction Ratings (CSAT)
    • What are CSAT Ratings?
    • Enabling Satisfaction Ratings
    • Customizing the CSAT widget
    • CSAT Reports
  • Reporting & Analytics
    • What are Reports?
    • Classic Reports
      • Setting work schedules
      • First response time
    • Advanced Reports
      • Team performance
      • Agent performance
      • Ticket statistics
      • Message statistics
      • Export to CSV
  • Preferences
    • Reversing conversation order
    • Pushing tickets into inbox
    • Hiding the Keeping toolbar
    • Close & Next
    • Personal Inbox Signature
    • Notifications
      • Desktop Notifications
      • Browser permissions
      • Inside Gmail
    • Set your business hours
  • Account & Plans
    • Adding and removing paid seats
    • Changing billing plans
    • Changing organization name
    • Updating your billing information
    • Pausing your subscription
    • Cancelling your subscription
  • Troubleshooting & FAQs
    • Toolbar Not Refreshing
  • Security and Privacy
    • Security & Privacy Practices
    • Google Permissions
Powered by GitBook
On this page
  • What is Round Robin ticket assignment?
  • Creating a Round Robin Workflow
  • Set the conditions when the Round Robin workflow should run
  • Set Round Robin assign as the action
  • Review the Workflow and activate it
  • Things to know about Round Robin assignment
  1. Workflows

Round Robin assignment

Learn how to Round Robin ticket assignment works in Keeping.

PreviousWorkflow actionsNextWhat are SLAs?

Last updated 10 months ago

What is Round Robin ticket assignment?

Round Robin ticket assignment ensures tickets are evenly distributed among team members in a rotating order. For instance, with a team of 3 agents, Jessie, Larry, and Mary, the first ticket is assigned to Jessie, the second to Larry, and the third to Mary. The fourth ticket cycles back to Jessie, and so forth.

Round Robin assignment is available in Keeping's Advanced and Enterprise plans.

Creating a Round Robin Workflow

Round Robin assignments are created inside Keeping's automation system, called Workflows.

Set the conditions when the Round Robin workflow should run

To set up a Round Robin workflow, start by creating a new workflow. Specify the conditions for when a ticket should be assigned via Round Robin. Typically, you would set up a workflow that triggers when the initial email is received and runs on every email.

Set Round Robin assign as the action

Select Round Robin assign as the action, and specify the agents to be excluded from the Round Robin pool. Any agents you add to the All agents except field will be skipped when the Workflow runs.

Review the Workflow and activate it

Review your workflow and click Activate to initiate it.

Things to know about Round Robin assignment

Round Robin assign will only run on unassigned tickets. If an agent is already assigned to a ticket, the Workflow will not reassign it (or add an additional assignment) to the next agent in the Round Robin pool.

Agents in the Round Robin pool are ordered by how long they have been in the organization, from oldest to newest.

If an agent joins an organization after a Round Robin assignment has been created, they will be automatically added to the pool (unless they are explicitly excluded).

What are Workflows?
Creating a Round Robin assignment
Set Round Robin assign as the action
Review Round Robin Assign Workflow