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AUTOMATIC TICKET DISTRIBUTION AND ASSIGNMENT

Alexandra Shiryaeva
Chief Customer Officer at UseDesk
When a huge number of requests come streaming into one line, it is easy to miss unassigned tickets, hard to manage workload, and nearly impossible to keep track of everything. The good news is that you do not have to worry about it anymore. Usedesk chooses the agent with the lowest workload*, and assigns a client's request to him. All you need is to set up a simple rule with a new type of action.

Adjust the relevant settings, and select "Assign to any agent" under the actions.

A rule can assign tickets by selecting an agent within a group:
Or by selecting an agent within a list of specific agents:
The more effective the rules, the less the manual work and hassle. Let Usedesk to deal with routine work, while you and the team devote time and attention to those who need it the most - your customers.

* The system is guided by the number of requests already assigned to each agent, and selects the one with the lowest number of assigned tickets among the agents from the list. If the workload is equal, Usedesk assigns the ticket to any agent.
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