Group Ticket Distribution

This feature allows you to manage distribution tickets between groups. If you set group ticket distribution to ‘true’, tickets distribution will be viewed based on the least number of tickets among the groups. If there are groups with the same number of tickets, tickets distribution will be prioritized to the group that has the longest closed ticket.

Group Ticket Distribution: True

So, that the distribution of ticket systems between groups can be distributed evenly and Agents on groups always have their optimal load. For example :

1. If group A has one ticket, group B has two tickets. Then, when there is a new incoming ticket, the ticket will be incoming to group A because group A has the fewest tickets.

2. If group A and Group B both have three tickets being handled however group A last closed the ticket two minutes ago and group B last closed the ticket five minutes ago. So, when there is a new incoming ticket, the ticket will go to group B. Because group B last closed the ticket five minutes ago.