Let's say you have two agents, agent 1 and agent 2, and you want the round robin assignment to evenly distribute incoming tickets between them.

The way the load balancing seems to work is that ticket 1 goes to agent 1, but if they close it before ticket 2 comes in, their load is back at zero, so they get assigned ticket 2 as well, and ticket 3, and so on.

So unless there are a lot of tickets coming in at once, one agent will receive a lot more tickets than the other, which ruins the round robin functionality.

I was told by a Zoho support person that you cannot disable load balancing for round robin assignment. How do other companies get around this?