Capacity Rules for Messaging and Live Chats
How do capacity rules affect messaging conversations and live chats?
Capacity rules for messaging conversations and live chats in Zendesk are designed to manage both active and inactive tickets. The specified capacity for messaging applies separately to both messaging conversations and live chats.
By default, only active messaging tickets count towards an agent's capacity. However, if messaging activity routing is enabled, both active and inactive tickets are considered. This means agents can handle a set number of active conversations, but inactive ones won't count unless they become active again. This setup helps ensure agents aren't overwhelmed and can focus on active interactions.
More related questions
What are capacity rules in Zendesk Omnichannel routing?
Capacity rules in Zendesk Omnichannel routing help balance your team's workload by setting limits on the number of tasks an agent can handle at once. For instance, you can limit an agent to handling only ten open email tickets at a time. This…
How do I add a new capacity rule in Zendesk?
To add a new capacity rule in Zendesk, you need to be an admin. Start by navigating to the Admin Center, then click on 'Objects and rules' in the sidebar, and select 'Omnichannel routing' followed by 'Capacity rules'. On the Capacity rules page,…
Can non-admins configure capacity rules in Zendesk?
No, only admins have the ability to configure capacity rules in Zendesk. This ensures that the setup and management of these rules are controlled and consistent across the organization. Admins can create, edit, and assign capacity rules to agents,…
What happens if an agent exceeds their capacity in Zendesk?
If an agent exceeds their capacity in Zendesk, omnichannel routing will not assign them any new tickets for that channel until they have available capacity again. However, agents can still exceed their specified capacity if work is manually…
Can I set capacity rules for messaging only in Zendesk?
Yes, you can set capacity rules specifically for messaging in Zendesk. This is useful if your agents are only handling messaging tickets and you want to ensure they aren't assigned tasks from other channels. To do this, create a capacity rule with…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
