Impact of Not Using Messaging Activity Routing
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, as inactive tickets can accumulate and be assigned all at once when an agent becomes available.
To mitigate this, you can create a schedule and add a business hours condition in your bot flow to limit when messaging tickets are created. This helps prevent a sudden influx of inactive tickets being assigned to agents.
More related questions
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…
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…
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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