Hello,
1. What is your original issue/pain point you want to solve?
Incoming chats on Zammad are not automatically assigned to an available agent. Assignment relies on a manual action from agents, which leads to variable response times, and sometimes chats going unanswered even though an agent is available.
2. Which are one or two concrete situations where this problem hurts the most?
- During high-traffic periods, agents handle a high volume of tickets simultaneously. A chat that isn’t assigned immediately causes the customer to lose patience, and they often abandon the conversation.
- When an agent is busy (phone call, another urgent ticket), an incoming chat can go unanswered until another agent notices it and picks it up manually.
3. Why is it not solvable with the Zammad standard?
The chatbot handles first-level responses (FAQ, menu), but there is no native mechanism that automatically distributes incoming chats among available agents once the chatbot can no longer answer on its own. Assignment still depends on a manual action.
4. What is your expectation/what do you want to achieve?
That Zammad could automatically assign an incoming chat to an available agent (fair distribution based on real-time workload/availability), without manual intervention, in order to reduce the first response time.
Your Zammad environment:
- Average concurrent agent count: 3 SAV agents
- Average tickets a day: around 25 tickets/agent in normal periods, up to 60–80/agent during high-traffic periods, around 10/agent during low periods.
- What roles/people are involved: SAV agents handling tickets, chats, phone calls, and pickup reception.
Anything else which you think is useful to understand your use case:
The chatbot already handles some simple tickets, but as soon as a human response is needed, there is currently no assignment automation in place.
Thanks
Dan