ADD-ON FEATURE
Ticket Load Balancer
Automatic ticket distribution based on clear criteria — no manual dispatching required.
Time savings through automatic ticket distribution
No more manual dispatching — tickets are assigned automatically.
The Ticket Load Balancer ensures that incoming tickets are distributed fairly and efficiently within teams — even with high ticket volumes and dynamic team structures.
The add-on was developed by our Enterprise Partner Ayté and made available to the community.
Faster response times — less overload
The OTOBO Ticket Load Balancer optimises the automatic assignment of tickets to service agents.
New tickets are automatically assigned to the most suitable agent — in a structured, transparent way and based on clearly defined criteria.
Individual availability, current workload and ticket priorities are all taken into account.
The distribution is based on:
- Availability and permissions
- Ticket priority
- Current workload
- Optional: agents’ service capabilities
This ensures that every ticket is handled quickly and efficiently — for a balanced team workload, shorter response times and better service quality.
Intelligent ticket routing
Tickets are consistently assigned to agents who are currently available — and have the capacity to handle them. Agents with a lower overall ticket load and/or less urgent tickets are prioritised.
Exception rules for agents and queues allow ticket assignment to be tailored to specific requirements.
The Ticket Load Balancer considers multiple factors for each assignment:
- Availability & permissions
Only logged-in and active agents with Owner or RW permissions for the respective queue are considered. - Current workload instead of ticket count
The assessment of workload also takes into account the priority of tickets already assigned. - Intelligent priority weighting
By default, priorities are weighted as follows:
1 very low (10), 2 low (20), 3 normal (30), 4 high (40), 5 very high (50). - Optional: capabilities in the form of services
Tickets are assigned only to agents who have the appropriate service defined as a capability. - Consideration of working hours
Automatic distribution takes place only during defined working hours.
The result: fair, transparent and efficient ticket distribution — and better service.
Benefits of the Ticket Load Balancer
Quick to deploy — individually configurable
The Ticket Load Balancer is ready to use immediately after installation and can be flexibly adapted to individual requirements.
The add-on was developed by our enterprise partner Ayté. It is provided free of charge via the OTOBO package manager in the Third Party Addons directory.
