Clicking Handle next allows agents to handle tickets without selecting a specific one.
How are tickets assigned?
The agent gets unhandled tickets that have no closing date. If an agent is assigned to several ticket queues then tickets are assigned in the following order:
- Agent's priorities in these queues - the agent will get tickets from the queue in which it has a more important priority,
- Message priority - message with higher priority (shorter action times),
- The date and time the message was received.
Tickets that have come in the earliest, have the highest priority, and have not been assigned to any agent or have a status of Closed will be assigned first when you click Handle next.