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Maximum ticket limit per agent

Related products:Freshdesk
  • August 9, 2016
  • 5 replies
  • 47 views
I
Contributor

Dispatch'r and round robin work great but in case of the very intense day, the available agents can receive too many tickets. They won't be able to handle them during their shift and we'll need to re-assign all of them to the different shift agents. 


We'd like to see a possibility to set max open ticket limit per agent per group (ideally possibility to set an individual open tickets limit (sometime new agents start and they can't handle as many tickets as experience ones)). 


Example: if Support group has this limit set to 5. Agents who have 5 or more open tickets won't be receiving new tickets with round robin. If all agents have 5 or more open tickets, tickets will be unassigned in the queue.

5 replies

K
Community Debut

Great Idea! +1

P
Contributor
  • patrickt
  • Contributor
  • August 18, 2016

I like the idea, but I suggest to have this option at a choosen status, not only Open.

J
Contributor

Hello Everyone,


We definitely agree that having limit on no. of tickets an agent can handle will be helpful. We are in the process of bringing this functionality over the existing automatic assignment available today in the product. It would be great if you could spare a few minutes to pick answers to about 10-15 questions that we've jotted in this survey on handling shifts. Please ensure to answer all the questions for any one group in your helpdesk that works in shifts. We appreciate the inputs you have given us so far!

P
Community Debut
  • plessiss
  • Community Debut
  • January 29, 2017

I like load-balanced ticket assignment but most of my agents are in multiple groups which means the maximum number of tickets that gets assigned to them varies greatly. For example, lets say Agent 1 is new and only belongs to 1 group, which has a load-balanced ticket maximum of 5. Agent 2, however, is experienced and belongs to 5 groups. She will now be assigned 25 tickets (assuming each group has a load-balanced ticket max of 5). 


I would like to see a ticket maximum PER AGENT regardless of which or how many groups she belongs to.

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


Load Balanced ticket assignment allows you to define group based ticket threshold limits. A ticket is counted against the threshold if it is on any of the SLA timer ON statuses.


@Sebastian That's definitely a great idea. I'll pass on this to the team and see if we can come up with an enhanced solution to handle this case.


Cheers!

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