This seems like it should be a standard feature but I have agents that are apart of more than one group and when Load balanced ticket assignment is on and say the limit is 25 tickets, if they have 24 tickets from one group and 1 from another, they will not get new tickets assigned. What should happen is you should be able to use Load balanced ticket assignment per group, ie: 25 tickets max assigned to group A and 15 tickets max assigned to group B.
New Idea
Load balanced ticket assignment per group
This request makes a lot of sense; it doesn’t make sense to cap ticket loads globally when agents are working on multiple teams!
This would be very helpful! With reps working on different teams. it makes less sense to limit tickets globally.
Speaking as someone who works 2 teams, with different deadlines, this will help us stay on our own queue instead of jumping around and refreshing pages. Especially if we can just set 1 team (Requests - simple requests) to 30 and 2nd team (order entry - ASAP urgent) to unlimited but distributed evenly to every rep.
Speaking as someone who works 2 teams, with different deadlines, this will help us stay on our own queue instead of jumping around and refreshing pages. Especially if we can just set 1 team (Requests - simple requests) to 30 and 2nd team (order entry - ASAP urgent) to unlimited but distributed evenly to every rep.
Yes I agree. I don’t believe Freshdesk understands that agents often reside in mutiple groups. It seems very simple to add a agent to three groups, and have them only get a set number of tickets per group. For example:
Group 1: 5 tickets max
Group 2: 3 tickets max
Group 3: 15 tickets max
+8Hi
In the mean time, I am also tagging
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