Ticket distribution depending on group's agents' availability


  • Megan Howell

    Hey Anton,

    Thanks for reaching out and describing your use case, I can definitely see how this would be a useful feature to have.

    However, right now, there isn't a good way, in Zendesk or with an integration to accomplish what you are looking for, I am sorry!

    The request you linked from 2013 is actually referencing chat functionality, not ticket functionality, so I would really encourage you to consider making a product feedback feature request for business rules to track agent activity in Zendesk.

    In the meantime, the best way to avoid missing tickets is going to be having a more generalized group or ticket assignment structure, so more agents have access to the tickets they should be acting on.




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