Manage Ticket overflow and cue
For example manage the overflow of tickets would help in the way the ticket load is allocated for each tech. Sometimes it's not fair for some techs that finish their ticket load to have the load from another tech put on their cue.
Managing this would help by what category can be allowed to overflow and what tech can assist in the overflow and the amount of tickets that can be overflowed to the tech. Threshold limits on categories or techs to consider overflow, would also be a great option
Thanks for reading and taking this into consideration
Thanks to all the team there at HESK and Mods for HESK