Limit of Tickets Waiting for First Response

In addition to the limit of simultaneous tickets per agent, it is also possible to configure a second type of restriction: the maximum number of tickets an agent can receive and hold without sending a first response.

This control ensures that service remains agile and fairly distributed, preventing a single agent from receiving too many tickets at once without being able to respond to them.

How does it work?

You can set two separate limits:

Tickets per agent: limits the total number of tickets an agent can receive simultaneously.
Tickets without a first response: a new field that defines the maximum number of tickets an agent can hold without having sent the first message.
To enable this control, you need to set a value greater than 0 in the "Tickets without a first response" field.

Important: The system respects both configured limits. If the limit for tickets without a first response is reached before the total limit of simultaneous tickets, the agent will automatically stop receiving new tickets. Distribution will only resume when the agent responds to at least one of the tickets waiting for a first response.

For more information, check out the discussion on this topic in our community or watch the videos on our channel. 😃