My agent automatically gets assigned more tickets than their capacity allows

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17 Comments

  • Kat

    So If the support is available from 7am till 7.30pm and we have a business schedule set for that, but the agents are still getting massive numbers of "inactive tickets" assigned to them - what's the best way of limiting the number of these queries being assigned to agents?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Kat, 

    I can see that a colleague is already helping you with regard to your inquiry about ticket routing. Rest assured that we'll do our best to help troubleshoot this issue!
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  • Stephen Braverman

    Is there anything that can be done to either make these "inactive" messaging tickets count toward the capacity or remove the inactive timer of 10 minutes so they remain as "active" and thus counted towards the capacity? 

    2
  • Cody
    Zendesk Luminary

    Agreed with Stephen, is there a way to build a trigger or workflow that would make inactive tickets "active" so they respect the capacity rules.  I would not prefer to have an agent reassign 90 "inactive" messaging tickets when they start their day.

    3
  • Joyce
    Zendesk Customer Care
    Hello Stephen and Cody,
     
    We are pleased to announce that the new setting to help you manage omnichannel routing capacity rules for messaging tickets has been implemented across all accounts. 
     
    Now, you can use the new routing configuration option, Turn on messaging activity routing, to treat inactive messaging conversations the same as active messaging conversations. This will now prevent any inactive messaging conversation from automatically getting assigned to the first agent to log in. When selected, omnichannel routing offers all messaging conversations, both active and inactive, to agents via the Accept button. This setting is located in the Admin Center > Omnichannel Routing > Routing Configuration.

     
    You can visit this article for more information on the Announcement of assignment and capacity management for messaging in omnichannel routing.
     
    Hope this helps!
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  • Stephen Braverman

    Thanks Joyce ! This is great news!

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  • Michael Jagt

    This feature flag is bugged - has no effect.

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  • Michael Jagt

    Currently experiencing a huge problem with Zendesk and I hope someone here can help us.

    I have enabled automatic routing of tickets with a capacity of 1 email, 1 messaging and 1 phone. But if you have a scearnio where one Group only has 1 agent in it who's on Available status (the rest being offline), then that agent gets all the cases in that queue assigned to their personal inbox.

    So for instance one of my agents just got 40 tickets all at once...Their support is useless and says to do something I already have done, which is enable this feature, but no matter if it's enabled or disabled it's not working.

    What are you guys doing in your Zendesk setup to assure automatic assigning of cases and capacity rules are actually followed by the system?

    Thanks in advance!

    2
  • Michael Jagt

    Joyce can you check the above. Your support team offers 0 help here and don't know why or care to escalate or reply to messages.

    1
  • Kat

    I have the same issue as Michael Jagt - the support ticket I had opened ages ago was unhelpful and got resolved by Zendesk Support without providing a resolution.

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  • Michael Jagt

    Zendesk support is by far the most abysmal support I have ever seen 😅 Joyce can you please help us here..?

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  • Hiedi Kysther
    Zendesk Customer Care

    Hi Michael Jagt,

    I'm sorry if you feel your concern is not being addressed. I was about to create a ticket on your behalf so we can investigate this issue together but I see you already raised this issue with our Advocacy team and are currently being handled by a higher-tier Engineer. I'll monitor the ticket for you and step in if needed. 

    Again, our apologies for the inconvenience. I have full confidence our advocate will be able to sort this out for you. Thank you for your patience! 

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  • Michael Jagt

    Haha Hiedi-Kysther, they just replied back to me with the exact same reply as the 5 other support agents. Telling me to enable Messaging routing which I have already enabled. They even confirmed in the reply that I have it enabled and have had it enabled for 4 days and now ask me if it's still an issue in the past 4 days. I'm out of words. Can you arrange a video call with me and someone responsible in your support team, Hiedi? This is unacceptable to be quite frank.

    Please book mj@monta.com

    2
  • Hiedi Kysther
    Zendesk Customer Care

    Hi Michael Jagt,

    The advocate that is assisting you on this issue would be glad to meet with you via Zoom. He just ask for your information so they can arrange it on their end. I'll continue to monitor the issue, if there's anything else you'll need, let us know. We're here to help! 

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  • Meg Smith

    Hi there, Hiedi-Kysther! I'm having the same issue as Michael Jagt and it's making for an extremely poor experience for my agents and managers. As each agent signs on, they have to constantly reassign tickets to the main group until it somewhat evens out.

    Capacity rules aside, is it possible to have messages re-distributed/reassigned automatically as agents sign on? Any help is greatly appreciated - thanks!

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  • Hiedi Kysther
    Zendesk Customer Care

    Hi Meg Smith,

    Since this requires a thorough investigation, I will create a ticket on your behalf. One of our advocates will reach out to help you with this issue. Thank you! 

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  • User 5629941

    Its interesting reading this thread as i have had to turn omnichannel off completely as it just does not work with the messenger channel. I cannot find a way for tickets to not automatically assign to agents that are online in the group the ticket is associated with. We have tickets in our messenger channel that we dont want to behave as a live chat. We tried to be clever and move them into a holding group so that they dont ping as a live chat, but as soon as they move into a group that has agents assigned to it, the tickets just get assigned to agents within the group and overload their capacity and also over rule any other open tickets that should have a higher priority. We want to get to a point where our chat bot is triaging all messages and deciding which are live chat and which are a longer SLA but this is proving very difficult! 

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