Uneven Ticket Queue Distribution

Having a different ticket assigning system to the round robin system would be beneficial. In a system where one member is more involved than the other, for example in a 2 member queue one member could be assigned 2/3 of all tickets where as the other only getting 1/3.

The only current way of doing this is to turn off round robin and to assign manually.

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SolarWinds Service Desk

service desk

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Comments

joeybrown

@Lloyder would something like skill based routing and capacity setting for each user help with this? The goal would be to assign skills to users so certain tickets assigned to them instead of others. On top of that we would allow you to say, User 1 can have 5 tickets assigned to them and User 2 can have 6 tickets. We may also be able to put more definitions on the capacity part around priority etc. Thoughts?

Lloyder

@joeybrown Thanks for the quick response! That does sound like something that would helpful to some set ups, however in our own we have a couple support guys and another who sort of helps with the load. So realistically we just need to be able to distribute tickets unevenly. Everyone is at a similar level and deals with all ticket types/skills.