Agents Receiving More Tickets Than Capacity
Why are my agents getting more tickets than their capacity allows?
Agents may receive more tickets than their capacity due to inactive messaging tickets not being counted towards the limit. By default, Zendesk doesn't count inactive messaging tickets, which are tickets without a reply for over ten minutes, towards an agent's capacity. These tickets can still be assigned to agents, leading to an overload.
Additionally, if an agent manually takes tickets from a view or is directly assigned tickets by an admin or another agent, this can also result in exceeding their capacity. To address this, consider enabling the 'Turn on messaging activity routing' setting in your routing configuration to ensure inactive conversations are counted towards agent capacity.Learn more.
More related questions
How can I ensure inactive tickets count towards agent capacity?
To make sure inactive tickets count towards an agent's capacity, you need to enable the 'Turn on messaging activity routing' setting. This setting treats inactive messaging conversations the same as active ones, preventing them from being…
What happens if I don't use messaging activity routing?
If you don't use messaging activity routing, inactive tickets won't count towards an agent's capacity, which can lead to agents being assigned more tickets than they can handle. This is especially problematic if your support isn't available 24/7,…
How can I prevent agents from being overwhelmed by inactive tickets?
To prevent agents from being overwhelmed by inactive tickets, you can enable the 'Turn on messaging activity routing' setting. This ensures that inactive tickets are treated the same as active ones and are counted towards an agent's capacity….
What should I do if my agents are still getting too many tickets?
If your agents are still receiving too many tickets despite having capacity rules in place, ensure that the 'Turn on messaging activity routing' setting is enabled. This setting helps manage the assignment of inactive tickets by counting them…
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