In a workplace, some agents can be "Out of Office", those agents shouldn't be assigned to any new tickets. For that, neetoDesk is providing an option called
Availability for Desk on the members' page. It will be checked for all available members and unchecked for all unavailable members.
Click on the
Availability for Deskcheckbox for an active member, a modal will be displayed
Do not assign any further tickets to <Member Name>the option is checked, there will be no automated rules or manual assignment of new tickets to that member.
<Member Name> has <Number of tickets assigned> active tickets. Mark all the tickets as unassigned.the option is checked, all the tickets assigned to that member will be marked as
Save Changesbutton, member won't be available for neetoDesk
Using the automation rules, tickets can be assigned to available members using these automated ticket assignment rules and if the member is unavailable, it should not be assigned.
For this to be operational, the option
Do not assign any further tickets to <Member Name> should be checked for that particular member. Below, we can see how it works for these rules.
Round robin ticket assignment:
If a member is unavailable, the ticket will be assigned to the next available member. Suppose there are 3 members A1, A2 and A3 and A2 is unavailable. Then the first ticket will be assigned to A1 and the next one to A3 instead of A2.
Load balanced ticket assignment:
If a member is unavailable, the ticket will be assigned to the next available member with the least number of tickets assigned.