There are two ways you can track when Agents become unavailable to ensure Issues are not assigned to them during that time: Option 1: Allow your Agents to manually mark themselves as available or away...
auto assignment
How do I limit the number of Issues Agents are assigned?
If you use Automations for Workflow Management to assign Issues to Agents during their working hours, you may want to consider setting a limit on the number of new Issues that can be assigned to tho...
What are Queues, and how do I use them?
A Queue is a grouping of Issues sorted by end user wait time with a built-in backlog line. Queues can be used in your workflow in a number of ways, as detailed below. This feature may be a good fit f...
What is Agent Availability, and how can it optimize my team’s workflow?
Agent Availability allows you to route and assign Issues to Agents based on when they are available. It is designed to help you mediate the following difficulties support managers encounter when in th...
Guide: Workflow Management
This guide is designed to walk you through setting up key workflow management features so that when a new Issue comes into your Dashboard, it will automatically be properly categorized and prioritized...