{"id":28716,"date":"2024-09-21T06:48:47","date_gmt":"2024-09-21T06:48:47","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=28716"},"modified":"2026-03-13T08:34:49","modified_gmt":"2026-03-13T08:34:49","slug":"load-aware-round-robin-ticket-assignment","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/load-aware-round-robin-ticket-assignment\/","title":{"rendered":"Understanding the load-aware Round Robin ticket assignment"},"content":{"rendered":"\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t
\nAvailable with:<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPlus<\/span>\n<\/span>\n|<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPremium<\/span>\n<\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

The Load-aware Round Robin method in Desk365 is a powerful feature designed to help support teams manage customer support tickets in a fair and balanced way. This feature ensures that no one support agent gets overwhelmed with too many tickets, while tickets are still being assigned efficiently to available agents.<\/span>\u00a0<\/span><\/p>

The main goal of this system is to distribute tickets evenly among agents, taking into account their current workload and availability. This helps maintain a smooth flow of customer support without overburdening any individual team member. This guide will explain how the Load-aware Round Robin works, how it’s calculated, and how you can use it to improve your support operations.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t

Difference between Classic Round Robin and Load-aware Round Robin\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

The primary difference between Classic Round Robin and Load-aware Round Robin lies in how tickets are distributed among agents. Classic Round Robin assigns tickets evenly in a fixed cyclic order without considering the current workload of each agent, which ensures equal ticket distribution but may result in some agents becoming overloaded. In contrast, Load-aware Round Robin dynamically checks each agent’s current workload before assigning tickets. Agents with fewer tickets are prioritized, preventing overloading and ensuring a more balanced distribution of work. This makes the Load-aware method ideal for teams focused on maintaining a fair workload across agents while still optimizing efficiency.<\/p>

Let\u2019s dive into the Load-aware Round Robin method in detail below. You can also learn more about the Classic Round Robin here<\/a>.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t

What is Load-aware Round Robin in Desk365? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

The Load-aware Round Robin is an automated ticket assignment method that ensures tickets are distributed fairly among support agents based on their current workload. Rather than assigning tickets randomly or in a fixed order, this method actively monitors how many active tickets each agent is handling (their \u201cload\u201d) and assigns new tickets to those with fewer open tasks. By prioritizing agents with a lighter load, the system prevents any one team member from becoming overwhelmed, while maintaining a balanced distribution of tickets across the entire support team. This approach helps optimize efficiency and ensures a more even workload, allowing agents to manage their tasks without feeling overburdened.<\/p>

The Load-aware Round Robin feature can be accessed by navigating to Settings > Round Robin > Ticket Assignment. Choose the group that you would like to implement Load-aware Round Robin.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"locating-the-round-robin-feature-in-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"choosing-round-robin-ticket-assignment-method\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t

Ticket assignment based on load <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

Each agent can have a maximum number of tickets they are assigned, which is called their <\/span>loa<\/span>d<\/span> limit<\/span> which is found in the Agents tab next to Ticket Assignment<\/span>. By default, the system sets the limit to 10 tickets per support agent, but this can be changed based on your team\u2019s capacity.\u00a0<\/span><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"configuring-load-for-support-agents\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

You can also specify the maximum number of active tickets each agent in the group can handle at the same time by clicking on the \u201cConfigure <\/span>Loa<\/span>d<\/span> for all Agents\u201d option.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"configuring-load-for-all-support-agents\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t

The system calculates an agent\u2019s load by counting the number of active tickets they currently have. These are tickets with statuses like Open, Pending, or other custom statuses. However, tickets marked as Resolved or Closed do not count towards an agent\u2019s load. This way, only the tickets that still require attention are considered when assigning new tickets.<\/span>\u00a0<\/span><\/p>

For example:<\/span>\u00a0<\/span><\/p>