Enhanced Messaging Ticket Management in Zendesk Admin Center
How does the new Admin Center feature enhance messaging ticket management?
The Admin Center in Zendesk now offers enhanced assignment and capacity management for messaging conversations in omnichannel routing. Admins can choose how inactive messaging tickets are handled, either counting them towards an agent's capacity or not.
This feature provides more control over agent workloads, ensuring that both active and inactive tickets are managed effectively. For more information, see Creating capacity rules to balance agent workloads in the Zendesk documentation.
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