When round-robin assignment is enabled for a team, tickets are distributed one by one to each agent in the group in sequence. After the last agent receives a ticket, the cycle restarts from the first agent. This ensures even distribution without a manager manually assigning tickets.
Zoho Desk’s round-robin can be configured to skip unavailable agents. If an agent is offline or has set their status to Busy, tickets skip them and go to the next available agent. This prevents tickets from queuing on agents who are not working.
Round robin distributes tickets equally in rotation regardless of each agent’s current queue depth. Load balancing routes tickets to the agent with the fewest open tickets. Load balancing is better for teams with varying ticket complexity; round robin suits teams handling uniform ticket types.
Round robin assignment distributes tickets equally among a group of agents in rotation. Each new ticket goes to the next agent in sequence, ensuring fair workload distribution without manual intervention.
Yes. When configured, round-robin assignment skips agents who are offline or set to unavailable, routing tickets to the next available agent in the rotation to prevent tickets from piling up on absent staff.
Aaxonix is a certified Zoho implementation partner based in Pune. Architecture-first, no surprises.