How Automatic Ticket Distribution Works in Blip Desk – Blip | Blip Help

Summary

Ticket Distribution is the Blip Desk feature that automates the assignment of overflow conversations to human agents. The system analyzes in real-time who is online and available to assist (free slots, based on the configured settings), applying balancing algorithms to avoid team overload and ensure quick first response times.

Agent Eligibility Criteria

Before directing a ticket to an agent, Blip's algorithm strictly validates 3 eligibility rules:

Ticket Queue: the agent must be linked to the queue to which the ticket was assigned.
'Online' Status: only agents who are active/online receive automatic ticket assignments.
Available Slots: the agent must have at least 1 free slot (Calculation: Configured maximum limit − Active tickets at the moment > 0).

Automatic Distribution Modes

When multiple agents are eligible to receive a ticket, Blip uses one of the two rotation models below (configurable by management):

Standard Mode: Prioritize Agents with Fewer Active Tickets

This is the default distribution mode configured on the platform. In this model, the system evaluates how many active tickets each agent has and assigns the new ticket to the one with the fewest ongoing conversations. In case of a tie, meaning two or more agents have the same number of active tickets, the system uses the time since the last ticket received as a tiebreaker, prioritizing the agent who has gone the longest without receiving tickets.

This mode is recommended for operations that want to keep agents equally busy and avoid overload.

Alternative Mode: Prioritize Agents Who Have Gone the Longest Without Receiving Tickets

In this model, the system assigns the new ticket to the agent who has gone the longest without receiving any tickets, promoting a fairer rotation among team members. If two or more agents have been idle for the same amount of time, the system will use the number of active tickets as a tiebreaker. This mode is ideal for operations that value agent inactivity time as the main balancing factor.

Step-by-Step Guide to Configure Ticket Distribution

General Bot Configuration

To enable the feature, follow these steps:

1. Access the Portal and select the ‘Service’ module of your Human Service bot;

2. Select ‘Preferences’;

3. Go to the bot’s General Settings;

4. Locate the Ticket Distribution section and enable the toggle;

5. Select the desired distribution mode (Prioritize agents with fewer active tickets or Prioritize agents who have gone the longest without receiving tickets)

6. Enter a value greater than 0 in the Tickets per agent field. This will be each agent’s capacity (free slots), meaning how many tickets they can receive simultaneously (Example: I want to set that each agent can receive a maximum of 10 tickets);

7. (Optional) Enable the option ‘Do not allow agents to manually request tickets’ so that when clicking the Attend button, new tickets are not assigned to the agent, restricting assignment only to tickets directed by Automatic Distribution (which will respect the defined limit).

8. (Optional) To set a maximum limit of tickets an agent can receive without having sent at least one message to the customer, enable ‘Allow services without first response’:

If you select the option Allow services without first response, fill the Services without first response field with a value greater than zero;

9. After completing the configuration, select ‘Save’:

Setting Custom Individual Ticket Limits

If you want to customize some agents to receive a different maximum number of tickets than others, follow this path:

1. Go to ‘Service’.
2. Select ‘Agents’.
3. Then click on ‘Agent Management’.
4. Select the desired agent and click the Pencil (Edit) icon.

5. Disable the ‘Use default configuration’ toggle:

6. Set the custom ticket limit for the desired agent.
7. Select ‘Save’;

Tips

Attention to the behavior of the "Attend" option: When the option ‘Do not allow agents to manually request tickets’ is checked, the Attend button will not assign new tickets to the agent, restricting assignment only to tickets directed by Automatic Distribution (which will respect the defined limit).
Impact of global changes on custom limits: If you customize the maximum number of tickets for some agents and need to reset the Automatic Distribution (for all agents) in the General Settings menu, agents who already have custom limits will not be affected, maintaining their individually configured limits.
Scope of ticket transfer: The Transfer tickets option (even if all agents on the team are offline, in General Settings under the Service tab in the portal) refers only to manual transfers, not to overflow or automatic ticket distribution.

Need more help? Explore our content at the Blip Academy or Blip Community, watch tutorials on our YouTube channel, or get your questions answered in our support channel 😃