Hi
I have a case where some employees can handle both NJ and NY tickets (the state is a field on the ticket level) and other employees can only handle NJ tickets. How can I ensure that there is an even load of ticket assignment between all my employees - meaning that the NJ only employees get more NJ tickets assigned to them because they aren't being assigned any NY tickets?
Any insight would be helpful.
Thanks
+6Hi
Greetings from Freshworks Community!
Considering the situation, load-balanced assignment will not be effective in this case since we have defined the load for each agent. Instead, you may choose skill-based assignment and establish skills according to the specific group/custom ticket field.
Article for help:
https://support.freshdesk.com/en/support/solutions/articles/222692-setting-up-skill-based-ticket-assignment
Cheers,
Sneha.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
