Round Robin

How is it triggered

The round robin runs via gitLab Scheduled pipelines using a specific schedule for each Zendesk instance:

• Global: N/A
• US Government: Every 10 minutes between the hours 0500 to 1700 (Pacific time) Monday through Friday (*/10 5-17 * * 1-5)

How it works

Zendesk US Government

• Ruby version: 3.2.2
• Gem list:
  • gitlab_support_readiness
• CI/CD Images:
  • curlimages/curl:latest
  • ruby:3.2.2

Before each job runs, it performs a few actions to setup the image to perform the needed actions:

• Output the response from running the command ruby -v
• Install the bundler gem
• Run the bundle command
• Put the values of the environment variable SERVICE_CREDS into the file data/config.json

After this, the ./bin/round_robin script is executed.

The script will then determine the currently available agents by checking the suppport-team information, remove any agents on PTO, and remove any agents not currently within working hours.

Using the list of currently available agents, it will then determine the current workloads of said agents (this is done by looking at assigned tickets with a status lower than solved) using the Ticket Weight field on the tickets it locates.

After gathering the tickets in need of being round robin’d (using the Not round robined view), the script will then assign them out to the agent with the lowest workload (incrementing their workload by 1).

Source projects

• Zendesk US Government