Sandbox-Freshdesk

We can use Automations to assign a specific Agent or a specific Group to a ticket automatically at the time of ticket creation in the following way. This can be done by creating a new automation rule. 

1. Login to your Freshdesk account as an Administrator. 

2. Under Admin > Workflows > Automations > Ticket creation in Freshdesk, click on "New Rule"

For assigning all the tickets to one particular agent or group, 

Here is an example : Check if 'Priority' is 'Low' OR 'Medium'  and assign it to Group > 'Acccount Managers' and Agent > 'Dummy A'

This rule will assign all new incoming tickets which have the priority as Low OR Medium to the Group "Account Managers" and assign the agent as "Dummy A".