To help distribute requests across the different members of a support team, Hornbill Service Manager can be set up to automatically allocate requests based on availability or through a round robin assignment.
When basing automated assignment on availability, the current workload for each support person will be considered and the requests are assigned to those with the least number of requests. The round robin assignment option cycles through each member of a team making sure each member is assigned a request before starting again. All the automated assignments also check the status of the members of the team. If anyone is away on holiday, or even just out for lunch the assignments will keep them out of the loop until they return.