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
Hi
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.
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