Radarr provides flexibility in how tickets are routed to agents, configurable within the Engage settings under the Agents option. Tickets can be assigned using two primary methods: 

Assign to All Agents (Round Robin) 

This setting distributes tickets to all agents, regardless of their current availability, following a Round Robin method: 

• Mechanism: If there are 3 agents and 4 tickets, the tickets are assigned sequentially: Ticket 1 goes to Agent 1, Ticket 2 to Agent 2, Ticket 3 to Agent 3, and Ticket 4 cycles back to Agent 1. 

• Availability: Tickets will be assigned to agents at all times, even if the agent is unavailable, on break, or logged off during that specific period. 

Assign to Online Agents Only 

This setting ensures that only agents who are actively online receive new tickets: 

• Mechanism: Tickets are assigned only to agents who are currently logged in when a ticket is created. The assignment is made on a round robin basis. 

• Availability: If all agents are offline, tickets created during this period will remain unassigned. Agents have the option to manually assign these unassigned tickets to themselves once they log back in. 

General Assignment Rules 

• Reassignment: Tickets can be easily reassigned among agents, provided they belong to the same team. 

• Escalation: Tickets can be escalated to managers, who will be notified instantly via email. 

• Continuity: To ensure seamless service, tickets are automatically reassigned to the original agent if a customer re-engages within 72 hours of the ticket being marked Closed.