Does the early bird get all the worms?



  • Official comment
    Barry Neary
    Zendesk Product Manager

    Hi Steve,

    Yes , that is the current behaviour.

    Do you think it should not assign up to the max for the first agent online? If it shouldnt, then how long should it wait for another agent to come online before assigning the rest of the ticket? Or is there a better way?


  • Kevin Wiebe

    Barry Neary


    Two solutions to this that I can see would be enabling a time of day when tickets start being routed. I.e. If company hours start at 8AM, the company could set tickets to start being assigned at 8:05AM, which would make sure that all technicians had enough time to get logged in before tickets start being assigned.

    Another solution would be allowing a time limit between assigned tickets to be set by the company. I.e., The company can set a timeframe, such as 5 minutes, where a technician cannot be double routed a ticket (or more). So the tech shows up at 8, gets assigned a ticket, and if there are still tickets to be assigned at 8:05 then get assigned another until they are all fully assigned. 

    With the current system, the first person to get in is going to get assigned to their cap, which doesn't make a lot of sense when there are slower seasons for ticket generation. 

  • Steve Plichta


    When you put it that way, I guess it makes sense.  LOL.  I can't really think of any other way of doing it.  Thanks!


  • Barry Neary
    Zendesk Product Manager

    THanks Kevin Wiebe, both your suggestions sound good - we will gather feedback from all beta customers and then post up what we intend doing - you're right, though, the current behaviour is not ideal


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