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</style><p><iframe width="560" height="315" src="https://www.youtube.com/embed/U7FC1ITFPyA?si=ora8_boi78ujbdMO" title="YouTube video player" frameborder="0" allowfullscreen=""><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe></p><p><br></p><p><strong>In this guide we will cover:</strong></p><p><strong>- Default Ticket Type Assignment Options</strong></p><p><strong>- Global Ticket Settings</strong></p><p><strong>- Options Shown on New Ticket Screen/New Actions</strong></p><p><strong>- </strong><strong>Agent Statuses, Ticket Statuses and Teams</strong></p><p><strong>- Qualification Matching</strong></p><p><strong>- Load Balance per Ticket Type</strong></p><p><strong>- Load Balance per Agent</strong></p><p><strong>- Load Balance per Team</strong></p><p><strong>- Load Balance Re-Opened Qualified Tickets</strong></p><p><strong>- Increase the Speed of Initial Load Balance when Load Balancing Tickets on a Schedule (v2.238+)</strong></p><p><br></p><p><br></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1411/" target="_blank" rel="noopener noreferrer"><strong>Statuses</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2055/" target="_blank" rel="noopener noreferrer"><strong>Ticket Types</strong></a></li></ul><p><strong><br></strong></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1938/" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong></a></li></ul><p><br></p><p>There are a few options for ticket routing, some more advanced than others. This guide will go through the various types of configuration for ticket routing.</p><p><br></p><p><strong><span style="font-size: 14pt;">Default Ticket Type Assignment Options</span></strong></p><p><span style="font-size: 11pt;">The options for assigning tickets by default are set in Configuration > Tickets > Ticket Type > *Defaults Tab*.</span></p><p><br></p><p><span style="font-size: 11pt;">The following options can be configured:</span></p><p><br></p><ul><li><span style="font-size: 11pt;">Team</span></li><li><span style="font-size: 11pt;">Agent (Load Balance, Round Robin or Agent Logging/ Doing can be selected on this dropdown)</span></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Global Ticket Settings</span></strong></p><p>The main settings can be configured in <strong>Configuration > Tickets > General Setting</strong><strong>s</strong>: </p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjNzc1ZWVlLTM3MjctNGZiYi05MWNkLWMyOGJiMjk5YjQ1NSJ9.B1sUeFH0A1rub0EP9FyXjowMnOooalfvcOJUntzhqBc" class="fr-fic fr-fil fr-dib" width="981" height="506"></strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5YTU5OGQwLTM1MmQtNDM0Ny05MjkyLTZmN2JhN2YzMzg5ZCJ9.fZoH5qutyC_6Xw5kDYjIfjkj1O9ukc6N1pp5DzOAvgA" class="fr-fic fr-fil fr-dib" width="995" height="189"></p><p><strong><span style="font-size: 10pt;">Fig 1. Assignment of Tickets configuration options</span></strong></p><p><br></p><p><strong>Show Load Balance and Round Robin on the New Ticket Screen:</strong> When selected & including the 'Agent' field in your ticket's field list, you will be provided with two additional options in the agent dropdown: Load Balance & Round Robin. Load balancing is a way to balance the number of tickets across agents based on their current number of tickets, so that agents with the least tickets will be assigned them. The round robin feature will assign to agents based on their ID number in their team. This means that the system will give a ticket to each member of the team list and then loop back through the list of agents again, there is no logic behind it, the agents will just be assigned based off of their number on the team list (this is not configurable any other way). Two settings can also be configured for load balance at team level and at agent status level (the Incoming Service must be on for the status setting to be used Configuration > Advanced Settings), this is to exclude certain teams or ticket statuses from load balance calculations, the default is for the load balance calculations to be on for the teams and statuses. </p><p><br></p><p><strong>Show Intelligent Routing on the New Ticket Screen: </strong>When checked, the Intelligent Routing feature will be enabled on new ticket creation. This takes into account previous work with the user and Agent availability to decide on the best fit for the task. The setting will try to match the agent with the most interaction with the user, as long as that interaction was within the cut off days and the agent has less than the maximum number of tickets from that user assigned to them. If the agent matches this criteria they will be assigned the ticket from the users they have been recently interacting with. If no agent has interacted with this user before then the ticket will stay unassigned.</p><p><br></p><p><strong>Intelligent Routing cutoff days: </strong>The number of days in the past that are considered when calculating interactions between Agents and Users.</p><p><br></p><p><strong>Intelligent Routing maximum Tickets: </strong>The maximum number of Tickets from the same User that an Agent can have during the cutoff period.</p><p><br></p><p><strong>Show Intelligent Routing on the New Action Screen: </strong>This takes into account previous work with the user and Agent availability to decide on the best fit for the task. The setting will try to match the agent with the most interaction with the user, as long as that interaction was within the cut off days and the agent has less than the maximum number of tickets from that user assigned to them. If the agent matches this criteria they will be assigned the ticket from the users they have been recently interacting with. If no agent has interacted with this user before then the ticket will stay unassigned. The re-assign field in the actions field list must be set to show agent and team fields when editing the field on the list, and the system use must be set to re-assign.</p><p><br></p><p><strong>Show Load Balance on the New Action screen: </strong>Load balancing is a way to balance the number of tickets across agents based on their current number of tickets, so that agents with the least tickets will be assigned them. When checked, this option will be available when re-assigning tickets via the re-assign action. The re-assign field in the actions field list must be set to show agent and team fields when editing the field on the list. Two settings can also be configured for load balance at team level and at status level (the Incoming Service must be on for the status setting to be used Configuration > Advanced Settings), this is to exclude certain teams or ticket statuses from load balance calculations, the default is for the setting to be on. The re-assign field in the actions field list must be set to show agent and team fields when editing the field on the list, and the system use must be set to re-assign.</p><p><br></p><p><strong><span style="font-size: 14pt;">Options Shown on New Ticket Screen/New Actions</span></strong></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzNzJhMmY2LTQwZjEtNGRiOS1hM2VjLTM0OTkxZGMyOWRmOSJ9.o3JH3xW90GTISPeFcGUaAYa8jbUaEvhA5HiJKOXcW1E" class="fr-fic fr-fil fr-dib" width="511" height="264"></strong></p><p><strong><span style="font-size: 10pt;">Fig 2. Agent routing options (top 3 in dropdown)</span></strong></p><p><strong><br></strong></p><p>The action or ticket type can set to use one of the routing options by default with another dropdown in Configuration > Tickets > Ticket Types > *Defaults Tab* > *Select the Default Agent of the ticket*.</p><p><br></p><p>The agent logging/ doing option will take the agent that is logging the ticket and assign them to the ticket by default.</p><p><br></p><p><strong>Only Round Robin and Load Balance to logged in Agents - </strong>When selected & assigning tickets via load balance or round robin, agents who are not logged in to Halo will not be considered in ticket assignment. <strong>This is recommended as it will stop agents that are not currently using Halo to be included in ticket assignment.</strong></p><p><br></p><p><strong>Load Balance based on remaining Estimate time - </strong>When checked, this factors in the estimated time it will take for tickets that the agent has already been assigned, when deciding what agent to load balance to. The estimated value field (Set in general settings or per ticket type in the defaults tab) is used to add in a default estimate of time it will take to resolve a ticket, this can be added to the field list, field name: "Estimated Time" where it can then be overridden to the time inputted from the ticket creation screen, or changed on the ticket itself.</p><p><br></p><p>For more configuration options with explanations, head to the admin guide for <a href="https://usehalo.com/haloitsm/guides/1341/" rel="noopener noreferrer" target="_blank">Tickets General Settings</a></p><p><br></p><p><span style="font-size: 14pt;"><strong>Agent Statuses, Ticket Statuses and Teams</strong></span></p><p><span style="font-size: 11pt;"><strong>Agent Statuses</strong></span></p><p>There is also agent status level settings (Configuration > Teams & Agents > Statuses). For example, the out of office status is not included in the load balancing by default, so this could be checked on to be included:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliYTNhZjcxLTRlM2YtNDZhZS1hMzM5LWQ0ZDI1MGYxYTExNiJ9.NyJaPE9bmBXQSHdI_Yl0nACMM6rHnHlvWdlaqHoQMpw" class="fr-fic fr-fil fr-dib" width="429" height="46"></p><p><strong><span style="font-size: 10pt;">Fig 3. Include Agents with this Status in Load Balance and Round Robin checkbox within a status</span></strong></p><p><br></p><p>You can choose which agent statuses will be calculated in the load balance/round robin.</p><p><br></p><p><strong>Ticket Statuses</strong></p><p><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Ticket statuses can be included/excluded (the Incoming Service must be on for the status setting to be used: Configuration > Advanced Settings > *Checkbox: Use Incoming Service*). The default is for the load balance calculations to be on for the ticket statuses, but can be editing in Configuration > Tickets > Statuses > choosing a status.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkY2QzYmU5LWM5YTYtNDhjMS1iZjI4LWY4MmU5NGYxYTlhZCJ9._ICKGlE1wmuCH9UgP1ptyDchEG29tmFxfLs5Y71BTFY" class="fr-fic fr-fil fr-dib" width="285" height="49"></p><p><strong><span style="font-size: 10pt;">Fig 4. Include in Load Balance calculations checkbox</span></strong></p><p><br></p><p><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><strong>Teams</strong></span></p><p><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">The teams can be removed from load balance via the details tab of a team.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkMGVhNmRiLTNjNTgtNDRjMi1hZTJlLTEwMmFhZGY1MTk2MyJ9.IkahUIjyVHoyqbRUY02-F0ir348Sva9taXY4ldiviG8" class="fr-fic fr-fil fr-dib" width="278" height="55"></p><p><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 10pt; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;"><strong>Fig 5. Include in Load Balance Calculations checkbox within a team</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Qualification Matching</span></strong></p><p>Qualifications can be used as a criteria for assigning tickets. Only agents with an in-date qualification will be able to be assigned certain tickets.</p><p><br></p><p>Enabling "Agents must have this qualification to be assigned a Ticket that matches this qualification" creates this rule.</p><p><br></p><p>The criteria can be based on Ticket Category or a Single-Selection dropdown custom field from a Ticket/Customer/Site. The incoming mailbox, Customer or a Customer custom field can also be used. "Includes" and "Does not include" can be used for Customer criteria, to allow for easy routing based on a larger group.</p><p><br></p><p>New Qualifications can be created under Configuration > Teams and Agents > Qualifications. </p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1YjkwYzdiLTM2MmQtNGRlNS04OTU0LWViZjA1OGRkMWY2MyJ9.Nv4as1fUscKAPFpOfUcEkmGo91tlqUh0WOVMnVwQVeo" class="fr-fic fr-fil fr-dib" width="957" style="width: 957px; height: 488.313px;" height="488.313"></p><p><strong><span style="font-size: 10pt;">Fig 6. Qualification with a criteria of ticket category.</span></strong></p><p><br></p><p>Three checkboxes have been added to allow Load Balance based on the Qualification.</p><p><br></p><ul><li id="isPasted"><strong>If Load Balancing the Ticket and no Agent matched, assign to Unassigned:</strong> Will only show if Qualification is not mandatory. This will assign the Ticket to Unassigned if no Agent is matched when Load Balancing.</li><li><strong>Load balance the Ticket if this Qualification is matched and current Assigned Agent is unqualified</strong>: This will trigger Load Balance if the Qualification is matched and the Agent is unqualified. </li><li><strong>Load balance the Ticket if this Qualification is unmatched and current Assigned Agent is unqualified: </strong>This will trigger Load Balance if the Qualification is unmatched from the current Qualification but matches another still. The Ticket will not be Load Balanced if it has no Qualifications after this one is unmatched, as all Agents are now allowed the Ticket.</li></ul><p><br></p><p>You can then assign agents to that qualification, and set an expiry date if wished.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1ZWRiZjQ3LWYxMmQtNGYzNC04OTYwLTg3NGQzZTVjZGQzOSJ9.xYP1UShfR-qawK_rnwKqwhXW2kl4ucHExv6LXSfn1Io" class="fr-fic fr-fil fr-dib" width="749" height="368"></p><p><strong><span style="font-size: 10pt;">Fig 7. Assigning the agents to that qualification</span></strong></p><p><br></p><p>The expiry date can be set so that if the agents in the list are certified for specific things, you can select when the certificate expires. Now if a ticket is logged that matches the categories in the qualification matching, the ticket can only be logged to the agents on the qualification list with an active qualification (not past the expiry date).</p><p><br></p><p><strong>Example:</strong> Changing an existing ticket to one of the matching categories:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1NGUxMzU4LWM1MjItNDM4Ni05NTgwLTRjN2FhOGE5ODlkNCJ9.gvEcHGujJt6_uPY3ZrrUAGsqg-Cq8aHmh27M6Wm_Z64" class="fr-fic fr-fil fr-dib" width="267" height="151"></p><p><strong><span style="font-size: 10pt;">Fig 8. Incident ticket Categories</span></strong></p><p><br></p><p>As the team assigned to the ticket is for HR, only agents with that team will show in the list, regardless of the qualification matching. The green tick on the left hand side of the agent icon shows that they match the qualifications to handle this ticket:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0YjE4NDhhLTBiZTktNDhiZS1iZmY1LTE2NGU0ZWE2ODNiZCJ9.KS1bNeC22Rt7cv7sF1aPL1iVtVK1LVcbQDKIl3sRFcA" class="fr-fic fr-fil fr-dib" width="261" height="271"></p><p><strong><span style="font-size: 10pt;">Fig 9. Team assigning only showing that team in the dropdown</span></strong></p><p><br></p><p>Then when Jennifer had an expired qualification, she no longer showed on the list:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjODA5MjAyLWE0ZWItNDRlNC04NDk5LWI2MDAwZGNhZTAxMCJ9.xE1hCPKrbSKET433B0-bIsso3Y7CB5pcNvMudcc_SWM" class="fr-fic fr-fil fr-dib" width="514" height="199"></p><p><strong><span style="font-size: 10pt;">Fig 10. Jennifer's qualification expiry</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiODM0MjRmLTkxOTgtNDdmNS1iYTU0LWJmMTM4Y2MyYjU2YyJ9.U6XrLGz30I2p9tfRmQkxa1qdzBVuXaIiTAHvRB30jQk" class="fr-fic fr-fil fr-dib" width="258" height="231"></p><p><strong><span style="font-size: 10pt;">Fig 11. Jennifer no longer showing in the dropdown</span></strong></p><p><br></p><p>Another setting, checked on in Configuration > Calendars & Appointments > General Settings, is the option to only show qualified agents when scheduling appointments.</p><p><br></p><p>When selected, if qualification matching has been set up, then the agents shown on the appointment scheduler (at the top of the create appointment screen) will be the ones that are qualified to deal with that ticket. A qualification could be i.e. Cisco Certified Network Associate (set as a qualification on an agent) therefore if a qualification match is set to say "If the category on the ticket is Hardware > Desk Phone > Cisco", then make the ticket qualified for only Cisco Certified Network Associates to deal with.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiZDVlYjU0LWNjYmYtNDA1Ny1iOTE4LWE4NTY3NjcwMmIzMSJ9.IFWAbFnvnVic1FiR3K8E6Sx-tSy_OnKnoZyiC45Onaw" class="fr-fic fr-fil fr-dib" width="613" height="55"></p><p><strong><span style="font-size: 10pt;">Fig 12. Appointment Scheduler should only show qualified agents by default</span></strong></p><p><br></p><p>This can be audited to show when qualification matching has been used to assign a certain agent to the ticket. In Configuration > Tickets > General Settings, enable "Add Action when qualification is matched". This will add a system action like the below to the ticket, which can be viewed by clicking the icon here to switch to "All Actions". It will show that a qualification has matched, and the name of which one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxZGI2MmRmLThmMDctNGVkNi04ZmJmLTZkMjExN2FkOWNkNSJ9.fT9rCk9w0d8hNpIuOhD4zHdzXlV4HhjrFM67Tz2QNJg" class="fr-fic fr-fil fr-dib" width="961" height="177"></p><p><strong><span style="font-size: 10pt;">Fig 13. System matched action</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Control who can create/edit qualifications</span></strong></p><p><br></p><p>You can control who can edit existing qualifications using access control. Against the qualification use the 'Access Control' button to choose which Role/Agent/Team/Department should be able to read and modify this qualification.</p><p><br></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4ODNhYTRkLTNjMGUtNGU0MC05YTM1LWQxYTQ4MTU4YjhiMCJ9.gbYtZY3cLKFGMnqnOrHjBsgNhwM3Z7Z-gm2bnVHEkPU" class="fr-fic fr-fil fr-dib" width="602" style="width: 604px; height: 337.008px;" height="337"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 14. Set Access Control for qualification.</span></strong></p><p><strong><br></strong></p><p>You can control which agents can create new qualifications using agent permissions. Only agents with the permission 'Can Create Qualifications' will be able to create new qualifications.</p><p><strong><br></strong></p><p><strong><span style="font-size: 14pt;">Load Balance per Ticket Type</span></strong></p><p id="isPasted">In Configuration > Tickets > Ticket Types > select a type > Settings tab > Load Balance section.</p><p><br></p><p>Here you can set if you want a minimum interval between tickets, and if you ant to exclude agents from load balance if they have a certain number of tickets. </p><p><br></p><p>You can choose to include only tickets of that type within the maximum limit, as well as set individual limits for certain agents. In the example shown, there is no ticket limit for other agents in the team (set by the "-1"), but three agents have individual ticket limits.</p><p><br></p><p>If "Scheduled Load Balancing configuration type" is set to "Ticket Type" in Configuration > Tickets > General Settings, an option will show on the Ticket Type to "Automatically assign the next available Unassigned Ticket when an Agent closes a Ticket". This is almost instant, so even quicker than the regular scheduled Load Balance. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1ZWQ1ZDA2LThiMDktNDFhMS04Njg1LWNlOTQxNmRiNzg0ZCJ9.rx4uhR-RWlASDKuaLgz1p24A780K2zD0m_h5U96_nw4" class="fr-fic fr-fil fr-dib" width="1096" style="width: 1098px; height: 444.584px;" height="445"></p><p><strong><span style="font-size: 10pt;">Fig 15. Load Balance options on a ticket type.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Load Balance per Agent</span></strong></p><p>Limits can be set per specific agent for load balance of a ticket type. For example, you may wish one member of your team to be assigned less support tickets if they also work on projects or sales.</p><p><br></p><p>This can be enabled per ticket type in Configuration > Tickets > Ticket Types > Settings tab > Load Balance section. Here, enable "Configure limits per Agent for this Ticket Type". A table will appear to add agents to this.</p><p><br></p><p>Click "Add", then in the popup choose an agent and the limit for the number of tickets. This will default to 10, but the required value can be typed here.</p><p><br></p><p><strong><em>Note: This limit will only apply to this ticket type, not tickets overall, i.e. if an agent has 15 tickets but only 5 are of this type, they can still be assigned more.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkNmM5MGVjLThlMGMtNDQxNi04ZTU1LTA4M2MwNGIwMWRjOSJ9.EnLGbLPX-cDWrEF2dYBhPwdfZZBLg6trjWYujK7skF0" class="fr-fic fr-fil fr-dib" width="1105" height="204"></p><p><strong><span style="font-size: 10pt;">Fig 16. Adding agent specific ticket limits.</span></strong></p><p><br></p><p>You can also set these limits within the agent profile (Configuration > Teams & Agents > Agents). Any limits set above on a ticket type will appear within this table, and you can add additional limits here (Admin or Department Manager only) for other ticket types. If adding new limits, ticket types will only appear in the dropdown if the checkbox in <strong>Fig 15</strong> is enabled for it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4OGJkN2ZiLThhY2YtNDIzYy1hODEwLWM0MDIxOTgyNGE4NiJ9.kU5fmcn_bUrYAwomEUJQu5MUVV2Y-7lrLhYjkMX0Hp8" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 239.998px;" height="240"></p><p><strong><span style="font-size: 10pt;">Fig 17. Load balance limits on agent configuration.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Load Balance per Team</span></strong></p><p id="isPasted">Limits can be set per team for load balance of a ticket type. For example, you may wish a certain team to be assigned less support tickets if they also work on projects or sales.</p><p><br></p><p>This can be enabled per ticket type in Configuration > Tickets > Ticket Types > Settings tab > Load Balance section. Here, enable "Configure limits per Team for this Ticket Type". A table will appear to add teams to this.</p><p><br></p><p>Click "Add", then in the popup choose a team and the limit for the number of tickets. This will default to 10, but the required value can be typed here.</p><p><br></p><p><strong><em>Note: This limit will only apply to this ticket type, not tickets overall, i.e. if a team member has 15 tickets but only 5 are of this type, they can still be assigned more.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwNGFjODYyLTVhMTEtNDg5Yi05YmQ4LTI2MThmYmQ0NjRjYiJ9.81OpzlVv9klP5-zTSHDnmoPEBeXi_RHbBXQu6xRWjZM" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 179.922px;" height="180"></p><p><strong><span style="font-size: 10pt;">Fig 18. Adding team specific ticket limits.</span></strong></p><p><br></p><p>Team load balance limits can be set separately from Ticket Type. This means that when Load Balancing Tickets, all Tickets assigned to the Agent regardless of their type will be considered when determining who to Load Balance to. Agent specific limits can also be set at Team level.</p><p><br></p><p id="isPasted">If "Scheduled Load Balancing configuration type" is set to "Team" in Configuration > Tickets > General Settings, an option will show on the Team to "Automatically assign the next available Unassigned Ticket when an Agent closes a Ticket". This is almost instant, so even quicker than the regular scheduled Load Balance. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlOTQ4OWI4LThmYjctNDlmMC05OTVmLTQwNmJhNzE2MzVmYSJ9.KWDLifnJGSAbLvAfg2kiUVXx81kimxRSKG5ImAFc2fQ" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 530.976px;" height="531"></p><p><strong><span style="font-size: 10pt;">Fig 19. Team load balance configuration.</span></strong></p><p><br></p><p><strong><em>Note: All Ticket Type level limits will override Team level limits when Load Balancing, i.e. if the Team limit is 10 but the Ticket Type limit is 5, Team members will only receive 5 Tickets of that Type. Additional Tickets past the limit will stay in Unassigned.</em></strong></p><p><br></p><p>It is also then possible to run Automatic Load Balance Schedules at a Team level rather than Ticket Type level only. This is enabled by changing this dropdown in Configuration > Tickets > General Settings. The checkbox for "Run load balance on unassigned Tickets on a schedule" will then appear for the corresponding configuration entity.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5NGYzYWNhLTlkMmYtNGYwZS1hYjE1LTE1ZDU4NjhhYjdkMiJ9.e4-PKhkXl4EbfYGX98oIzv5ehrRneCQA_GVQV2-N8do" class="fr-fic fr-fil fr-dib" width="289" height="135"></p><p><strong><span style="font-size: 10pt;">Fig 20. Scheduled load balance.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;"><strong id="isPasted">Load Balance Re-Opened Qualified Tickets</strong></span></strong></p><p>If a Ticket is reopened and the assigned Agent is no longer qualified, the Ticket can be load balanced to another qualified Agent. This can also apply if the Ticket did not originally meet qualification criteria, and now does.</p><p><br></p><p>In Configuration > Tickets > General Settings, set "Tickets reopened by updates are assigned to" to "Load balance if assigned Agent doesn't match mandatory qualification".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3OWE4NmM1LTY0ZjItNDliZC04MzNhLTRjMjg3NjM3NjJhMCJ9.l8QoNMBxt4WA4SfIRDdhS5JOfjtZZAEEgtKq0rDDjZY" class="fr-fic fr-fil fr-dib" width="483" height="66"></p><p><strong><span style="font-size: 10pt;">Fig 21. Qualification Load Balance reopen.</span></strong></p><p><br></p><p>The Qualification matched must have "Agents must have this qualification to be assigned a Ticket that matches this qualification" enabled.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0MjRiYmQ1LWU1ZGItNGU1Yi1iOThlLWY4NmE5ZmRmMjYyMSJ9.68sLEn5KuDoy-_CJbPFyMiK7PNazrpisz3KmvJ4s7xo" class="fr-fic fr-fil fr-dib" width="645" height="316"></p><p><strong><span style="font-size: 10pt;">Fig 22. Mandatory Qualification.</span></strong></p><p><br></p><p>For example, when the Ticket assigned to Patricia was reopened, this time meeting that Qualification criteria, it was reassigned to Ken who has that Qualification.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2MDE5MzIyLTcyMjAtNDMzOS1iNDgzLTZjMWM0NTUzNTE1OCJ9.34fI3rdhnx0hQLQQ9vW5NQqTEYYmu0C4rsDpMM0G3y0" class="fr-fic fr-fil fr-dib" width="1027" style="width: 1029px; height: 386.49px;" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 23. Qualification Load Balance example.</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Increase the Speed of Initial Load Balance when Load Balancing Tickets on a Schedule (v2.238+)</span></strong></p><p>From v2.238+ each agent status can be configured so that as soon as an agent moves into this status an automation runs to check to see if there are any appropriate tickets to load balance and if the agent has capacity to be load balanced these tickets. </p><p><br></p><p data-pasted="true">This can help speed up the intial load balance when load balancing unassigned tickets on a schedule as it can take a few minutes for the assignment scan to kick in. This means if an agent has no tickets in their queue before switching to a load balance-available status it can take a few minutes before they are assigned a ticket. When this functionality is enabled, tickets will be checked and load balanced as soon as an agent switches to this status, saving them needing to wait for the schedule to run before being assigned a ticket. This is particularly useful for teams who begin their shift/day with no tickets in their queue and work at a fast pace. </p><p><br></p><p><strong><em>Note: This only applies to load balance, not other distribution methods. </em></strong></p><p><br></p><p>To set this up head to Configuration > Teams and Agents > Statuses > select a status that makes agents available for load balance > enable "Queue a System Automation to Load balance Unassigned Tickets to the Agent".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwZWUwZDhlLWQzNmYtNGNhZi04NmNmLTNjNDhjZGNiNWNhNCJ9.3RolaY-OdZarPo1KuQzBRSvapOrHCD6DRmOooTvcoKY" class="fr-fic fr-fil fr-dib" style="width: 938px; height: 692.878px;" width="936" height="693"></p><p><strong><span style="font-size: 10pt;">Fig 24. Queue a System Automation to Load balance Unassigned Tickets to the Agent</span></strong></p><p><br></p><p>Once enabled you will need to choose the ticket type and/or team to load balance tickets from. If a ticket type is chosen, only tickets of this type will be assigned out when agents switch to this status. If a team is chosen, only tickets currently assigned to this team (but not to an agent) will be assigned out. At least one of these criteria fields must be set. </p><p><br></p><p><strong><em>Note: The agent status "Queue a System Automation to Load balance Unassigned Tickets to the Agent" is enabled for must also have load balance enabled, so "Include Agents with this Status in Load Balance and Round Robin for Tickets not linked to a Chat" and/or "Include Agents with this Status in Load Balance and Round Robin for Tickets linked to a Chat" must be enabled on this status. </em></strong></p><p><br></p><p>Now, when an agent switches to this status, the 5 oldest unassigned tickets will be checked to see if they can be load balanced to this agent (based on oldest ticket ID first). If any of the 5 can be load balanced, they will be, if only 1 of the 5 meets the criteria, only this one will be assigned. </p><p><br></p><p>This takes into account other load balance configuration, such as load balance limits (for the team/agent/ticket type) and if tickets on SLA are allowed to be load balanced. </p><p><br></p>
