Streamlining On-Duty Agent Management in Slack

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Effective support operations are vital for delivering exceptional service, particularly for teams managing high volumes of requests in Slack. While Slack excels as a communication tool, support teams often face challenges in managing shift schedules, tracking agent availability, and ensuring fair distribution of support tickets. That’s where Rotation App and ClearFeed come together to streamline support operations.

The Challenge: Managing Rotation Shifts and Fair Ticket Assignment

Support teams often operate across rotating shifts - morning, afternoon, and night - to provide round-the-clock coverage. Keeping track of which agents are on duty at any given time can be complex, especially when dealing with global teams in different time zones. Without an efficient system in place, tickets may be assigned to agents who are off-duty or overwhelmed with requests, leading to delays and inconsistencies in response times.

This is where the Rotation App steps in, ensuring Slack groups always reflect the current roster of on-duty agents, providing a reliable foundation for automated ticket assignment. When paired with ClearFeed’s Round-Robin Assignment feature, this setup guarantees that tickets are distributed fairly and efficiently, only to those who are actively available to respond.

The Solution: Combining the Rotation App Capabilities with ClearFeed’s Round-Robin Assignment

Integrating the Rotation App with ClearFeed automates two vital tasks: keeping agent rosters accurate and distributing support tickets fairly. Rotation App ensures only active, on-duty agents are included in Slack groups at the start of each shift, while ClearFeed assigns tickets evenly among these agents using its Round-Robin method. This combination streamlines support operations, eliminating manual errors.

How It Works:

• Rotation App updates Slack groups by adding on-duty agents and removing those off-shift at the start of each shift.
• ClearFeed assigns incoming support tickets evenly among available agents using its Round-Robin method.
• If an agent is marked as “Out of Office” or “Do Not Disturb,” ClearFeed skips them and assigns the ticket to the next available agent.

This seamless integration ensures faster response times, a balanced workload for agents, and more efficient support operations overall. Support teams using the Rotation App alongside ClearFeed’s Round-Robin Assignment have reported significant improvements in team efficiency. As one customer noted:

Before, whoever claimed a ticket first would get it, leading to uneven workloads. Now, with Rotation App and ClearFeed, tickets are automatically and fairly distributed, reducing the burden on individual team members and improving overall performance.

— Ilia Baranov, Co-Founder & CTO at Polymath Robotics

Conclusion

By combining the powerful capabilities of the Rotation App and ClearFeed, support teams can automate shift management and ticket assignment, ensuring optimal performance. Together, these tools reduce manual errors and provide a fair, efficient system for handling support requests in Slack.