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 the business hours.
As of now, this feature will work irrespective of the portal's business hours. Even if the agent turns on auto ticket assignment during non-business hours, the system will continue assigning the tickets to that agent.
A workaround would be to not give the agent the permission to turn on the automatic assignment by unchecking "Allow agents to change their availability for automatic ticket assignment" - this would give the admins to control the ticket assignment and could manually switch on round robin during business hours in Dashboard -> Available agents -> 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, and B are added to a group in that order and if they are all online to accept tickets, the tickets will also be assigned in the same order.
Therefore, if the tickets have to be assigned in alphabetical order, please manually rearrange them accordingly in Admin > Team > Groups > click on edit to achieve this.
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.
Please check the cap in Admin > Team > Groups > click on edit next to the one you would want to check this for and see the number listed in maximum tickets per agent under "Load Balanced ticket assignment."
These will be assigned when any one of the agent's ticket count falls below the capped level.
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)
Case 1- Agents have the ability to manage statuses
If agents have access to change their availability in all the groups that they're a part of, they become unavailable for automatic assignment when they log out.
Case 2- Agent's availability is centrally managed.
If an agent is a part of one or more groups where availability is managed centrally by Admins, the agent's availability prior to logging out is considered for automatic routing.
For example, say Agent A and Agent B are part of groups where availability is managed centrally by admins. Agent A's status is available when they log out. Agent B's status is unavailable when they log out. Tickets will continue being assigned to agent A since they were available at the time of log out.
You can automatically assign tickets to agents in various groups by enabling the automatic assignment option for the corresponding group. Below are the steps to enable that;
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Under Team, click on Groups.
Select the group for which you want to enable automatic assignment and click the ‘Edit’ icon.
Go to Group Properties and enable ‘Automatic ticket assignment.’
Choose the appropriate assignment mode and agent availability parameter.
Click ‘Save’ to update the group settings.
Please reach out to firstname.lastname@example.org if you require further assistance.
The automatic ticket assignment would be caused by the action of the automation rule that runs on ticket updates - 'Automatically assign the ticket to the first responder'.
You could disable this rule if you'd like to have the ticket assigned before being responded to. Go to Admin > Workflows > Automations > Ticket Updates toggle this off.
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 an agent.
Please navigate to Admin > Team > Groups > click on edit next to the group for which this feature has to be enabled and choose the "Load Balanced Ticket Assignment" radio button under automatic ticket assignment.
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 assignment" feature.
However, please navigate to the Dashboard -> agent availability -> ticket assignment where as an Admin you would be able to see the number of hours since when the agent has been automatically receiving tickets.
Within Freshdesk, you would have the option to automatically assign tickets to agents within a group, in round-robin. To enable automatic ticket assignment for a group, please navigate to Admin > Team > Groups > Edit(corresponding to the group) and turn on "Automatic Ticket Assignment". You could choose the mode of Automatic Ticket assignment as " Round Robin".
Note: This feature is available only in the Estate and Forest plans.