Load balanced ticket assignment

If you have a set of agents handling your help desk, you might want to share the workload uniformly among them. NeetoDesk allows you to automate this through Load balanced ticket assignment.

The agent to whom a ticket has to be assigned will be decided based on the relative workloads of the available agents. The agent with the least workload at that point of time will be assigned the new ticket.

Work load of an agent is defined as the total number of new and open tickets assigned to that agent at that point of time.

How to setup Load-balanced ticket assignment

1. Go to Desk -> Admin -> Automation Rules -> New rule.
2. Set Execute to On Create.
3. Adding a condition Status is New Ticket.
4. Set Action to Assign Agents - Load Balanced.
5. Save.

This rule would perform Load balancing assignment among all the available agents.

Load balancing scoped to agents within a group

If the ticket is already assigned to a group before the Load Balancing algorithm kicks in, then it would perform the assignment only to the available agents within the group.

This can be achieved by adding another automation which assigns the ticket to a Group.

An example:

1. Go to Desk -> Admin -> Automation Rules -> New rule.
2. Set Execute to On Create.
3. Adding a condition Subject contains [Sales].
4. Set Action to Assign Group.
5. Set Group to Sales.
6. Save.

For this to work, it is important to make sure that this rule executes before the Load Balanced agent assignment rule. This can be done by placing the group-assignment rule above the Load balanced agent assignment rule using the Reorder feature of Automation Rules.