Sandbox-Freshdesk

You can automatically assign tickets to agents in various groups by enabling the automatic assignment option for the corresponding group. Below are the step...

The automatic ticket assignment would be caused by the action of the automation rule that runs on ticket updates - 'Automatically assign the ticket to t...

Yes, Freshdesk has a feature called Load-based ticket assignment, using which tickets could be assigned within a group, based on the current ticket load for...

When all available agents reach their ticket cap when you have automatic assignment turned on, new incoming tickets will be queued in the unassigned bucket....

Currently, it is not possible to report on the time duration for which the agent has been available to accept tickets through the "Automatic ticket ass...

This depends on whether an agent is a part of groups for which availability is managed centrally by admins ( can be configured under Admin-> Groups) ...

The round robin feature or the automatic assignment functionality would work whenever the icon next to the profile photo is togged on. This is not tied to t...

Within Freshdesk, you would have the option to automatically assign tickets to agents within a group, in round-robin. To enable automatic ticket assignment ...

The auto-assignment feature will assign the tickets to the agents as per the order in which they have been added to the group. For example, if agents C, A, ...