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Zendesk should limit Omnichannel ticket assignment based on overall ticket workload

Related products:Admin center
  • April 1, 2025
  • 2 replies
  • 10 views
D

Currently, the Capacity section in Omnichannel routing allows us to specify ticket limits by channel (email, voice, chat, etc). The system counts the number of open tickets and compares them to the capacities that have been set, and if capacity is available in a given channel, a ticket is assigned.

The problem is that my agents have dedicated support hours, during which they do not receive new email tickets, and they may end a phone shift with , for example, 3 open talk tickets that they need to work on.

The rule for the department is that if an agent has a total of 3 or more tickets open, they will not get any new email tickets. However, if an agent finishes a phone shift with 1 open email ticket and 3 open talk tickets, they may find themselves assigned 2 new email tickets.

One way to avoid this would be the ability to set the overall capacity.

    2 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • April 2, 2025
    Hey Dave,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
    D
    • Daniel19
    • December 5, 2025

    We have a similar issue of choosing between Messaging or Tickets, or both.

     

      However I'd further like it if we could set the option to include the total number of Non-Solved tickets to be taken into consideration when weighing an engineers load. 

    For instance I have team members who're very quick to process tickets.  We have a limit of 20 tickets per person, but in Zendesk it only considers “Open” tickets when load-balancing.  Some of my guys regularly have 20+ tickets in Pending state, and with the load balancer balancing to them because their “Open” tickets are only around 10-15, causing their total queues of tickets in a non-solved state to go well over 40, where other team members may only have 20-25 tickets in their total queue.  This causes issues when those Pending cases all suddenly turn to Open as customers get back to us, causing agents to get utterly overwhelmed due to their own success.

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