Level agent-assigned ticket load

[jossuahe]

Regards,

I would like to know if anyone knows if in the other you can level the loads of tickets that are arriving ?, I mean the following:

I have a "Queue" called "Support"
In this I have 2 agents or analysts that are, A and B
The customer "pepito perez" generated 3 tickets for the queue "Support"
Is there a way to make the first ticket automatically assigned to A, and the next ticket to B and then to A and so on?

I have tried it by the generic agent but by creating 2 generic agents, one for A and one for B, but it does not work because one of the 2 always prevails and I can not understand it very well.

I am attentive, thank you very much.

[RStraub]

Hey there,

I think the round-robin assigment is against the queue/team- thinking of OTRS. Also a ticket doesn't equal the same workload as the next one. However:

The GenericAgents are checked alphabetically. So either both are triggered and you only see the last change - or you have them configured to "stop after match", then only the first applies.

What you *could* do, is a custom module that deactivates a generic agent and activates the other one. Some kind of flip-flop switch after each execution.

[jojo]

There is a commercial module by the xxx for this, but intended usage is for call center setups. For "smaller" customers th ephilosphy behind OTRS is that people have to pick tickets if they have time to work on

[Charmacas]

http://feature-addons.de/otrs/Misc/BulkTicketAllocation

That is the perfect addon for you.

[jossuahe]

Many thanks to all for your contributions

Charmacas, you are absolutely right, that is the complement I need, I will contact the supplier for a test, because everything seems to be what I need

Thanks again.
Happy day!