Why would I limit the number of simultaneous open Issues for agents?
With this functionality, you can control the workload of your agents and make sure they are not working on too many Issues at the same time. The Max Open Tickets per User number determines whether the agent will be able to see new Issues in the Unclaimed queue in the Issues inbox. For example, if the Max Open Tickets number is 5, agents working on 5 or more Issues at the same time will not see new Issues appear in the Unclaimed queue of their Issues inbox. Additionally, they will still be able to view new Issues in Issues List, but not claim those Issues.
How do I limit the number of simultaneous open Issues for agents?
- Go to your Organization’s Profile and select Additional Settings on the left navigation bar of the Orgs modal.
- Scroll down to the Max Open Tickets per User field.
- Type in the maximum number of tickets you wish to be simultaneously open for your agents.
How does limiting the number of simultaneous open tickets work?
- If you set the Max Open Tickets per User to 1 or more:
- Once an agent has claimed the Max Open Tickets per User, and the tickets appear in the Mine section of their Inbox, that agent will not see new Unclaimed Issues until they resolve the ones they’ve claimed.
- NOTE: the agent can still view new Issues in Issue → List View, but cannot assign themselves as the owner.
- If you set the Max Open Tickets per User to 0:
- The agent will see all Unclaimed Issues in their Inbox, regardless of how many Issues they are currently working on.
