Round robin assigns tickets in fixed rotation regardless of queue size. Load balancing checks each agent’s current open ticket count and routes the new ticket to whoever has the lightest load. This is more dynamic and handles teams where some tickets take much longer than others.
Load balancing is configured in team or assignment rule settings in Zoho Desk. The system evaluates open ticket counts in real time at the moment each new ticket arrives. Agents on leave or unavailable are excluded from the calculation.
Load balancing works best in teams handling a mix of quick and complex tickets. If one agent is handling a multi-day escalation, load balancing ensures they receive fewer new tickets until their queue decreases to the team average.
Load balancing assignment routes new tickets to the agent with the fewest open tickets at that moment. It provides dynamic workload distribution based on real-time queue depth rather than fixed rotation.
It depends on the team. For uniform, quick-resolution tickets, round robin works well. For teams handling a mix of quick and complex tickets, load balancing provides better balance by accounting for current queue size.
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