Home Automations, SLA and service rules How to set a ticket limit per agent and assign tickets via Round Robin

How to set a ticket limit per agent and assign tickets via Round Robin

Last updated on Sep 02, 2026

When to use this

  • You want to limit the number of simultaneous tickets each agent can handle
  • You want to distribute tickets automatically across the team (round robin)
  • You want to set a different limit per agent or per team

Prerequisites

  • Be logged in to Cloud Chat as an administrator

About this tutorial

In this article you will learn how to set the limit of parallel chats per agent and how to enable automatic ticket assignment via round robin.

Instruction video:

Step by step

Step 1 — Set the general limit for the account

First, set the global limit (for the whole company) of open tickets that agents can have.

  1. Go to Settings → Account Settings

  1. Set the limit in the auto assignment per account section

Example: if you set the limit to 50, an agent can automatically receive at most 50 tickets in Open status at the same time. Manually, more tickets can be assigned beyond this limit.

Exception to the limit: if an agent has 50 tickets, marks one as pending, receives a new open ticket, and then the customer replies to the pending one (which goes back to Open), the limit will be exceeded.

Step 2 — Set a different limit for specific agents (optional)

After setting the general limit, you can set an individual limit per agent.

  1. Go to Settings → Agents

  2. Select a user

  3. Set the Auto assignment limit

Step 3 — Enable Round Robin on the inbox

Edit the desired inbox and click Enable auto assignment.

With the feature enabled, tickets are distributed in rotation among the available agents: each new ticket goes to the next agent in the queue, keeping the distribution balanced.

  • If an agent goes offline, tickets go to the remaining agents until they reach their limit

  • When an agent reaches the limit, they stop receiving tickets until they free up space

  • If no agent is online, tickets are distributed once agents come online

Step 4 — Enable Round Robin per team (optional)

This configuration can also be done for teams.

  1. Edit the team

  2. Enable Auto assignment for the department

  1. Follow the team setup process until Finish

Notes