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Teams & agents

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1 min read · Helpdesk 1.0.0

Teams with members, leads and an assignment strategy; agents with role, availability, skills, open-ticket caps and signatures. Saving an agent keeps the SharePoint groups in step.

Teams
Teams with members, leads and strategy.
Agents
Agents with role, availability, skills, limits and signatures.

Assignment strategies

  • Load balanced: the member with the fewest open tickets. Round robin: the member assigned least recently.
  • Smart: matching skills from the ticket text, plus workload and recent satisfaction. Manual: tickets wait to be picked up.
  • Online agents are chosen first, then Away; Offline agents are never chosen automatically.
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