How to change Agent - Routing

[slutter]

Hi,
is there a way to make rules for the routing of tickets? I would like to route them so every agent gets a defined percentage of all tickets..
Sven

[Klemen]

When a ticket is submitted:

1. Hesk retrieves a list of all users who have permission to view that ticket (they have access to the category and permission to view tickets)
2. It orders the users by the number of *open* (unresolved) tickets they have
3. it assigns the ticket to the person with the least amount of open tickets

Here are some extra things to understand:

- if multiple people have the same amount of open tickets (step 3. above), it randomly assigns it to one of them
- individual users can be completely excluded from auto-assigning tickets by disabling "Auto-assign" for them on the "Team" page
- if you want to assign tickets in a category to specific user(s), you can select them when creating or editing a category on the "Categories" page. In this case Hesk will not select all users in step 1. above, but only users listed here.

Anything outside of this built-in process would have to be manually modified in your Hesk code.