Prevent Agents from Being Overwhelmed by Inactive Tickets
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.
Additionally, if your support isn't 24/7, consider setting up a schedule and adding a business hours condition in your bot flow. This limits when messaging tickets are created, helping to manage the flow of tickets to agents and prevent overload.
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…
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,…
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…
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.
