What happens to a ticket when the caps for all agents are met?
Modified on: Mon, 17 Jul, 2017 at 10:07 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
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This feature is not available on the old Freshdesk.
When all available agents reach their ticket cap when you have automatic assignment turned on, new incoming tickets will be queued in the unassigned bucket.
Please check the cap in Admin -> Groups -> click on edit next to the one you would want to check this for and see the number listed in maximum tickets per agent under "Load Balanced ticket assignment."
These will be assigned when any one of the agent's ticket count falls below the capped level.
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