Keep IT support queues balanced with round-robin assignment
Keep IT support queues balanced with round-robin assignment
IT support admins let incoming tickets go unassigned, creating SLA risk and angry users. Round-robin routes new tickets to the next agent, so no ticket stays unassigned and workloads balance.
Overview
Unassigned tickets create SLA risk and frustrated users for IT. This round-robin workflow ensures every new ticket routes to the next on-duty agent, eliminating unassigned queues and providing clear assignment logs for audits and smoother handoffs.
Notable Features
- Assign tickets in round-robin
- Skip offline agents automatically
- Create assignment audit trail