Tickets Tickets -> Round robin tickets

[net24]

I would also like to a see a round robin assignment feature like this built in. We are a long time user of eSupport and have grown from 1 service rep to 3 and as a manager I am now implementing performance based metrics to ensure these staff remain productive.

Once metric is to monitor the number of tickets closed by a rep, the only problem with this is that reps will now jump quickly to answer the easiest tickets and leave the laborious tasks for someone else. An ideal solution (other than to employ someone else to assign tickets) would be an automatic round robin assignment approach that assigned tickets to reps. This would also allow us to measure average response times more accurately and have the reps be accountable for this.

Are there any other users who would find this useful in managing their staff? - If so, could it be added to the wish list.

[hoyun]

I too will like to see such feature as our business rely very much on staff working unsupervised. Thanks.