Multiple Tickets getting assigned to agents
Problem reported by Scottie Cole - 9/15/2014 at 12:42 PM
I'm getting reports from my end users that they are getting multiple tickets, most likely the entire queue, dumped to them, even though other agents are available and have no tickets. It is like the round robin is taking all tickets in the mailbox and instead of spreading the load, they are dumping them all on one agent. Has anyone run into this?

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Derek Curtis Replied
Employee Post
We ran into something like this earlier this week with a customer, but it was with live chats. However, the same may hold true for tickets: If you have business hours set, make sure the time zone you have set for your Agents matches the time zone set for your installation. Otherwise, some agents will get tickets and chats at different times. The time zone settings for agents is on the Options tab when editing an Agent. 
You may also want to make sure there are no Max Tickets set for these agents. Or if you do use the Max Tickets setting, you may need to adjust it to accommodate ticket load. 
Then, there are a few "make-sure-it's-plugged-in" type things to check: Agents are part of the group that receives the tickets, all agents are marked as Available, etc. 
I hope that helps. 
Derek Curtis
SmarterTools Inc.
(877) 357-6278
Andrea Rogers Replied
Employee Post
Hi Scottie,
I'm not sure whether these issues were directly related; however, I wanted to note that today's SmarterTrack minor release will include a fix for: "An issue that could cause round robin ticket assignment to assign to the same agent repeatedly has been resolved."

Andrea Rogers
SmarterTools Inc.


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