Ticket Assignment
Manage ticket assignments and agent workloads
Assignment Mode:
Agent Workloads
SC
Sarah Chen
US
online
Workload8/12
Rating:4.8
Response:1.2h
Expertise:
Technical
Billing
MJ
Mike Johnson
US
busy
Workload11/12
Rating:4.6
Response:1.8h
Expertise:
Delivery
General
LW
Lisa Wang
UK
online
Workload6/10
Rating:4.9
Response:0.9h
Expertise:
Technical
Billing
DK
David Kim
AU
offline
Workload0/10
Rating:4.5
Response:2.1h
Expertise:
General
Delivery
Unassigned Tickets (4)
Select All
API Integration Help
TK-2024-005TechCorpUS30 minutes ago
high
technical
Est. time: 2-3 hours
Billing Question
TK-2024-006StartupABCUK1 hour ago
medium
billing
Est. time: 1-2 hours
Delivery Delay
TK-2024-007GlobalCorpCA2 hours ago
low
delivery
Est. time: 30 minutes
Account Setup
TK-2024-008NewClientAU45 minutes ago
medium
general
Est. time: 1 hour
Auto-Assignment Rules
Region Matching
Assign tickets to agents in the same region when possible
Active
Expertise Matching
Match ticket categories with agent expertise
Active
Workload Balancing
Distribute tickets evenly across available agents
Active