No more cherry-picking.
Agents don't choose their next ticket | Desklyx does. Pull queues pick the next-best conversation by skill, load, SLA, and context. No more graveyards of old tickets, no more race-to-the-easy-ones.
12s
- SLA breaches
- -38%
- Agent utilization
- +22%
- Cherry-picking
- 0
Oldest-first bias baked in, even the gnarly tickets get picked up.
No dead time picking a ticket. Next one is ready before the last one closes.
Agents can't choose easy. The system does it fairly.
The old helpdesk let agents choose. Modern ops don't.
Cherry-picking is the silent killer of response time, and of CSAT on the ugly tickets no one picks up. Pull queues make the assignment fair and the system accountable.
- Skill + load + SLAThree-axis ranking, not just FIFO.
- Transparent, not magicalAgents see the rationale. Ops tune the weights.
- Voice-awarePhone calls and digital tickets share the queue.
Maya Okafor
Copilot assisted
Great question, I've checked your account. The 3-seat cap is from your trial plan. I can bump you to 10 seats right now if you confirm.
42
Next-best, every time.
- 01
Rank the queue
By skill fit, load, SLA, priority, channel, in real time.
- 02
Assign fairly
Round-robin with guardrails and per-agent skills.
- 03
Show the why
Agents see the ranking reason. Ops see the aggregate.
Everything you need, thought through.
A focused feature set with sharp defaults, not a sprawling menu to navigate.
Next-best-ticket
Picks by skill fit, queue depth, SLA, and channel context.
Skill-weighted
An agent's strengths shape what lands on their plate.
SLA-aware
Breach risk bumps a ticket up the queue automatically.
Fair load balancing
Round-robin with guardrails, not Slack DMs.
Transparent ranking
Agents see why a ticket is next, not a black box.
Per-queue rules
Different rules for VIPs, refunds, sales, churn.
Pull queues changed the culture before they changed the metrics. Agents stopped arguing about who got the easy ones.