A new auto ticket routing operation option is added to Settings > Automation > Auto ticket routing. With this new option, admins can define the maximum number of active tickets an agent can have based on the agent level.

https://s3-us-west-2.amazonaws.com/secure.notion-static.com/2fa93550-6afb-4682-a822-38b7d8f29535/Screen_Recording_2021-08-06_at_11.36.39_AM.mov

<aside> 💡 Note: Manually assigned or transferred tickets are excluded.

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