My agent automatically gets assigned more tickets than their capacity allows

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  • 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?

  • 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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