If you have several agents handling your help desk, you might want to share the workload uniformly among them. NeetoDesk allows you to automate this through load-balanced ticket assignments.
The agent to whom a ticket has to be assigned will be decided based on the relative workloads of the available agents. The agent with the least workload will then be assigned the new ticket.
The workload of an agent is defined as the total number of new and open tickets assigned to that agent.
How to setup Load-balanced ticket assignment
Go to Settings > Automation Rules > New Rule.
Adding a condition Status is New Ticket.
Set Action to Assign Agents—Load Balanced.
Click on Save changes.
This rule would perform Load-balancing assignments among all the available agents.
Load balancing scoped to agents within a group
If the ticket is already assigned to a group before the load balancing algorithm kicks in, it will perform the assignment only to the available agents within the group.
This can be achieved by adding another automation that assigns the ticket to a group.
An example:
Go to Settings > Automation Rules > New Rule.
Adding a condition Subject contains [Sales].
Set Action to Assign Group.
Set Group to Sales.
Click on Save changes.
For this to work, it is important to ensure this rule is executed before the Load Balanced Agent Assignment rule. This can be done by placing the group-assignment rule above the load-balanced agent-assignment rule using the Reorder Automation Rules feature.