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OTOBO Ticket Load Balancer

Free

Automatic ticket distribution based on workload, availability, and priority to prevent team overload.

The OTOBO Ticket Load Balancer optimizes the automatic assignment of tickets to service agents. Developed by OTOBO Enterprise Partner Ayté and provided free of charge to the community, this add-on ensures that incoming tickets are distributed fairly and efficiently. It takes into account individual availability, current workload, and ticket priorities. This prevents individual team members from becoming overwhelmed, shortens response times, and improves overall service quality. Distribution is based on permissions, presence status, and a weighted workload calculation.

Features

  • Workload-based Distribution

    Tickets are automatically distributed to agents with the lowest current workload (based on ticket count and priority).

  • Availability Check

    Only agents who are logged in, active, and not set to 'Away' status are considered for assignment.

  • Intelligent Prioritization

    Priorities are weighted (e.g., 'Very High' counts more than 'Normal') to more accurately reflect the actual workload.

  • Queue-specific Rules

    Allows the definition of exception rules for specific queues or agents.

Categories

Ticket DistributionLoad BalancingautomationAgent ManagementWorkload OptimizationWorkflow AutomationResource Management

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