Enable/disable auto assignment of email tickets to agents
Auto-assign is enabled by default, hence email tickets are automatically assigned to inbox agents based on the set conditions. Inbox admins can be enabled/disabled auto assignment settings as and when required.
Auto-assignment of email tickets
- The auto-assignment feature automates the assignment of incoming tickets based on agents' capacity, availability, and expertise.
- Agent availability: When the agent is available, new ticket will be assigned.
- Last live chat/email ticket assigned time: Agent who has not received an email request for the longest duration get the incoming email ticket.
- Concurrency: Agents will bandwidth will be assigned with the incoming ticket based on the concurrency set.
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- When the Automatic ticket assignment toggle is enabled, tickets will get distributed automatically to your available agents through round-robin assignment.
Disable auto assignment of email tickets
Follow the given steps to enable/disable email ticket auto-assignment:
- Open Inbox > Settings.
- Search and select Auto Assignment.
- Enable/Disable the toggle.
