You can set different assignment limits for tickets and conversations separately, giving you more granular control over how work is distributed to your team.
To learn more about workload management, you can read a deep dive on Balanced assignment here.
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You can enable or disable ticket assignment limits using a toggle in your workspace settings. When disabled, tickets and conversations share the same assignment limit as before.
When enabled, you can set different assignment limits for:
Conversations
Tickets
Ticket assignment limits only take effect when "Exclude tickets from workload management" is turned off. This allows tickets to still be automatically routed while having separate capacity limits.
Teammate limits
Each teammate can have their own ticket assignment limit, separate from their conversation limit.
The teammate management table includes:
Ticket assignment limit
Conversation assignment limit
Team inboxes
Filtering by ticket assignment limits
Bulk update actions for ticket limits
Export functionality including ticket limit data
Assignment behavior
Balanced assignment - When ticket assignment limits are enabled:
Teammates receive new conversations only if they have conversation capacity remaining.
Teammates receive new tickets only if they have ticket capacity remaining.
A teammate at their conversation limit can still receive tickets (and vice versa) as long as they haven't reached their ticket limit.
Assignment priority still follows balanced assignment logic (least assigned, then last assignment date).
FAQs
Why aren't my ticket assignment limits working?
Why aren't my ticket assignment limits working?
Confirm both conditions are met:
"Exclude tickets from workload management" is off
“Use separate limits for conversations and tickets” is on
Do phone calls count against limits?
Do phone calls count against limits?
No, phone calls bypass all assignment limits. Teammates only work on one phone call at a time and can only check if the teammate is online.
Can I set different limits for different ticket types?
Can I set different limits for different ticket types?
No, the limit applies to all tickets regardless of ticket type.
How do I enable ticket assignment limits for my workspace?
How do I enable ticket assignment limits for my workspace?
Ticket assignment limit is still in beta. Please reach out to our support team for assistance!
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