Limits and priorities

Limits and priorities

Assignment order

The app assigns tickets in the order in which they are in the view. Thus, you can set priorities by changing the sort order of the view.

Understanding limits

In Round Robin you can limit the number of tickets assigned to an agent in two ways:

The first one is to limit the number of open tickets in the agent's backlog. For example, if you specify the limit of 10 - the app will not assign tickets to an agent if one already has 10 open tickets (only open tickets)

The second one is to limit the number of tickets assigned to an agent per time period. For example, if you specify the limit of "3 in 30m" - the app will not assign tickets more than 3 tickets in the 30 minutes. You can set the period in hours "h" or in minutes "m"

You can specify a global limit, which affects all agents, or individual limits for specific agents or tags.

The global limit is set for all your agents by default. You can find out more about the global limit in the next section. You can override the Global limit for specific agents by setting individual limits.

For example with a global limit set to 10 tickets in 1 hour but our agent "Jim" has an individual limit of 15 open tickets in the backlog. So the app will assign tickets to Jim only if he has less than 15 open tickets in its backlog while all other agents will get 10 in that hour regardless of their backlogs.

 

Global limit

1. Click Settings

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2. Specify the desired setting in the Limit per agent field. For example "5" or "3 in 30m". 

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3. Click Save 

Individual agent limits

1. Click Agents

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2. Specify the desired setting in the Limit field. For example "5 in 2.5h".

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3. Click Save 

Tag limits

1. Click Tags

2. Enter the name of the tag you want to filter by.

3. Specify the desired setting in the Limit per agent field. For example "5 in 75m".

4. Click Save

Queue limits

1. Click Queues

2. Enter the desired setting in the Limit per agent field. For example "5 in 30m".

3. Click Save

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4 Comments

  • 0
    Avatar
    Hashem

    Is it possible to have 2 queues for the agents and set different limits as follows:

    * From the first queue, there is a limit of 5 open tickets per agent

    * From the second queue, there is a limit of 10 open tickets per agent (or set no limit)

     

    Another note, the images for Queue limits are broken, if it is possible to fix them

    Edited by Hashem
  • 0
    Avatar
    Shweta Gupta

    Hi,

    Is it possible to assign the oldest ticket first and then move to the newest one?

  • 0
    Avatar
    Serge

    Hi Shweta, 

    Yes. The app assigns tickets in the order in which they are in the view. You need just set the appropriate order in your view on Zendesk side. 

  • 0
    Avatar
    Shweta Gupta

    Hi Serge,

    Thank you for the prompt response. I tried it but it is still assigning me the latest (newest) tickets. Tickets in both the admins view and agents view were sorted from oldest to newest. Do let me know if I am missing something here.

     

    Regards,

    Shweta 

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