Ticket Assignment: Setup Guide

This document explains how our Round Robin and Load Balancing ticket assignment algorithms work, their benefits, and when to use each one.

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Assignment Algorithms

Round Robin vs Load Balancing

Feature	Round Robin	Load Balancing
Pros	Fair workload distribution	Balanced workload
	Predictable assignment	Efficient use of agent capacity
	Simple to understand and implement	Adapts to real-time changes
Use Cases	Agents have similar skills	Agents have varying workloads
	Fairness and predictability are important	Preventing agent overload is crucial

Managing Ticket Assignment

This centralised page allows for easier management and oversight of ticket assignment settings.

Users can define assignment logics at the inbox level, providing the flexibility to tailor assignment methods to specific needs.

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Defining the Assignment Logic

1

Navigate to the settings section in the CRM.

2

Open "Ticket Assignment."

3

Here you will find the option to define the assignment process (Automatic vs. Manual) for each inbox.

4

Under Automatic Assignment logic, the user can choose the algorithm as per their use case: Round Robin or Load Balancing.

5

Finally, the user also has the option to define whether automatic assignment should take place only when agents are online or even if they are offline.

Refer to the following link for video demo:

https://limechat.clueso.io/guide/managing-ticket-assignmentlimechat.clueso.io

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