Ticket Load Balancing in Service desk

Question

Is it possible to auto assign a ticket, or number of tickets, to an agent if, say, one agent has a certain amount and another has less?

Fabian Lim · Answer

Hi @ericamlie

Yes you can use the balanced workload.  Here is a video with details: https://youtu.be/hEh3MsoUxho

unknown · Answer

Hi @ericamlie - As you may already know, JSD has three ways in which tickets can be auto-assigned based on

1. request types

2. automation rules

3. components

This is explained in detail here.

However, none of these help to solve your question directly. If you are open to trying apps from the marketplace, you may want to check Automation for JIRA.

Here is a blog that talks about smart assignment which has auto-assignment based on assignee load mentioned.

Hope this helps!

-kalyani