Question
Is there an option to equally assign incoming tickets to agents automatically?
Answer
Turn on and configure omnichannel routing to automatically distribute tickets among your agents. Omnichannel routing assigns tickets based on agent availability, capacity, and time elapsed since being assigned a ticket.
Note: Omnichannel routing is enabled as the default routing experience for Zendesk Suite accounts created after December 5, 2024.
For more information, see the article: About omnichannel routing.