Set ticket threshold for the agents for optimum ticket assignment

Hello everyone,

The round-robin assignment allows the admins to set a department-wide threshold. In addition to this, admins can now set thresholds for individual agents within a department.

Note that the agent-level threshold is available upon request. Kindly fill out this registration form to try the feature. 

Individual agent thresholds enhance effective workload distribution and improve performance, leading to better customer service and stronger team collaboration.

With the department-level threshold, the admin can set a ticket threshold for the department. For example, if the admin sets an upper limit of 50 tickets, the department will not receive more than 50 tickets. The agent-level threshold, in turn, will govern the maximum number of tickets that can be assigned to an agent. For example, if the ticket threshold for senior support executive is 10 and support intern is 5, then the system will assign only these many tickets.

Using the agent-level threshold, admins can set maximum ticket limits for individual agents. For instance, if the admin wants a senior support agent to handle 25 tickets, they can specify this threshold limit for the particular agent. New tickets will be assigned only once their ticket count drops below the set threshold.

Note: When both department and agent thresholds are defined, the agent-level threshold will take precedence, overriding the department-wide threshold value. For example, if the agents have 10 tickets as per the threshold, then further tickets will not be assigned to them even if the department's threshold is set to 50 tickets.  

PS: This enhancement is available on a request basis. Kindly raise a request using the Early Access Form.

Regards,

B. Akshaya

Zoho Desk | User Education

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