Dear Zoho Desk Team,

I hope this message finds you well.

I am currently utilizing the Round-Robin Ticket Assignment Rules with the Load-Based Assignment option in Zoho Desk. This option allows tickets to be assigned to agents based on their load until everyone receives the set threshold.

Currently, when setting up this Assignment Rule, we can only select criteria based on the status type (e.g., Open, On Hold, Closed). In my case, I want to control the number of tickets in the Open status, regardless of other statuses categorized under the Status Type.

For example, if an agent is managing multiple tickets with statuses such as Escalated or On Hold (all considered as Open status type), I still want to limit the number of tickets specifically in the Open status. This distinction is crucial for managing workloads effectively and ensuring that agents do not have an excessive number of active tickets.

Request: I would like to request the ability to set criteria in the Round-Robin Assignment Rule based on the actual status of a ticket, rather than just the status type. This feature would allow for more precise control over ticket assignments and workload management.

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

Best regards,
Ram