Distribution and deadlines
Automatic distribution
Five strategies for choosing an assignee, taking shifts, breaks and limits into account.
A new ticket gets an assignee without manual handout. Choose a strategy, link categories to departments, set a ticket limit per operator, and the system takes into account who is on shift and who is on break.
What is included
- Average loading: the ticket goes to the operator with the fewest open tickets
- Maximum loading: one operator is filled up to the limit, then the next one
- By operator priority: senior operators first, in the set order
- Random choice among available operators
- Notify all: the ticket is taken by whoever replies first
- Statuses “Available”, “On break”, “Off shift” and a limit per operator
Good to know
The strategy is set per company. A category can be linked to a department, and then its tickets go only to that department’s employees.
Frequently asked questions
Can a ticket have several assignees?
Yes. A ticket can have several assignees, and they are added and removed manually in the ticket card.
What happens if all operators are on break?
The ticket waits in the shared list and is assigned by the selected strategy once an operator becomes available.
Where it helps
More in this section
Try it on your own tickets
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