Automation to assign based on which agent has the fewest active issues?

Ashley Honeycutt May 17, 2024

Is it possible for an Automation rule to check which agent has the fewest issues of a certain type assigned to them, and assign them the next ticket of that type that is created?

 

For example, say I have a team of three. 

  • Agent 1 has two open Service Requests assigned to them.
  • Agent 2 has three.
  • Agent 3 has one.

When the next service request is submitted, it automatically assigns to Agent 3.

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Laurie Sciutti
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May 17, 2024

Hi @Ashley Honeycutt ~ yes, this is possible using the Assign Issue action as shown below.

 

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Ashley Honeycutt May 20, 2024

Wow...thank you! I can't believe I didn't realize that was an option. 

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