Assignment Rule: Immediate Ticket Assignment to Agents Upon Shift Start

Assignment Rule: Immediate Ticket Assignment to Agents Upon Shift Start

Dear Zoho Desk Team,

I hope this message finds you well.


Currently, when the option to assign tickets to offline agents is turned off, agents who come online during their shift have to wait for about 30 minutes before any tickets from the queue are assigned to them, even if their Threshold Per Agent allows for it.

This delay is problematic as it hinders the efficiency of ticket management and delays the response time for existing tickets in the queue.

While new tickets created after an agent comes online are assigned immediately (if within the Threshold Per Agent), the delay in assigning existing tickets from the queue is a concern.


Request: We kindly request an enhancement to reduce the time gap significantly. Specifically, when an agent comes online, the system should immediately trigger the checking of the Threshold Per Agent and assign a ticket from the queue right away.



This adjustment will help ensure that agents can begin working on tickets without unnecessary delays and improve overall ticket management efficiency.

Thank you for considering this enhancement. I look forward to your positive response.

Best regards,
Ram


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