When all available agents reach their ticket cap when you have automatic assignment turned on, new incoming tickets will be queued in the unassigned bucket.
Please check the cap in Admin > Team > Groups > click on edit next to the one you would want to check this for and see the number listed in maximum tickets per agent under "Load Balanced ticket assignment."
These will be assigned when any one of the agent's ticket count falls below the capped level.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article