- Round Robin Assignment
- Ensures fair and equal ticket distribution among agents.
- Uses sequential assignment for balanced workloads.
- Ticket Visibility Permissions
- Permissions determine what tickets agents can view based on predefined settings:
- All Tickets: Full access to all tickets, providing a complete overview of system activity.
- Group Tickets: Restricted to tickets linked to the agent’s assigned group.
- Assigned Tickets: Limited to tickets directly assigned to the agent for focused task management.
- Permissions determine what tickets agents can view based on predefined settings:
These configurations help organizations enhance ticket management, ensure fair workload distribution, and maintain clear communication channels.