HubSpot Ideas


Rule Based Ticket Routing

I have different level agents that can handle specific tickets. I can assign certain rules to label the tickets coming in as level 1 or 2 but if I have agents in both level 1 and 2 they will be assigned more tickets than agents in just one level. I would like to be able to set a rule that once an agent hits a certain number of tickets in their backlog then they cannot be assigned new tickets via the round robin. The system would look for the agent with the next available backlog space. This would incur a queue if all agents have reached their max number of tickets in their backlog (open tickets). Once an agent solves a ticket then the queue would assign the next ticket to them automatically.