You can now choose whether reopened tickets count toward an agent’s max capacity!

🔧 How to Configure

Go to: Settings > Ticket Management > Ticket Assignment > Team auto-assignment settings

Then toggle: “Allow reopened tickets to exceed agent’s max capacity”

• ✅ Checked: Reopened tickets can exceed an agent’s capacity.

• ❌ Unchecked: Reopened tickets won’t exceed capacity.

💡 Why This Matters

This gives you better control over workload distribution and helps prevent agents from being overloaded when tickets reopen.