This solution article talks about the ways in which you can automatically assign tickets to agents in a group and how to change an agent's availability.


Tickets can be assigned either manually or automatically to agents or groups. However, when a ticket gets assigned to a group through the dispatch’r, it does not mean that the ticket is assigned to one of the agents in the group. It just means that a notification is sent out to all the agents in the group but is yet to be assigned to one of the agents who is online. Automatic ticket assignment helps you automate this process of assigning tickets to the agents in your group.

Automatic ticket assignment can be achieved by the following methods:

  1. Round-robin ticket assignment:
    When tickets are assigned to a group for the first time or reassigned from another group, they are assigned in a circular fashion to the agents who are online in that group. Eg: If you run an 
    e-commerce business, your support tickets are most likely to be transactional in nature, involving questions on recent orders, refunds, FAQs, etc. Naturally, you‘d want these tickets to be quickly resolved by any of the agents available in the helpdesk. Round-robin makes sure tickets are equitably distributed among the online agents so agents always have tickets to work on. Learn more about round robin ticket assignment.
  2. Load balanced ticket assignment:
    Not all of your agents will log into the helpdesk at the same time. The prevailing scenario is, initially, only one of your agents will be logged in and all the incoming tickets will get assigned to this one agent. This leads to the agent working on the previously assigned tickets and simultaneously managing the rush of incoming tickets. Eg: If you run an IT services business or a product company, this situation will be more pronounced since tickets like product bugs take longer times to resolve. Load balanced ticket assignment makes sure your online agents are assigned tickets based on a threshold value of tickets you set. Learn more about load balanced ticket assignment.
  3. Skill based ticket assignment:
    If you have specific agents in a group who are more skilled at handling certain kinds of tickets, you will want to route those tickets directly to these agents. Eg: If you have a global customer base, you might have agents specialized in handling tickets from a specific language, say Spanish. Within each group, you would want to assign tickets that have Spanish as the requester language to the Spanish-speaking agents, in a uniform manner. Skill based ticket assignment will enable you to easily match tickets to the right agents by assigning skills to your agents and creating rules that will map these skills to tickets. When a ticket skill and an agent skill match, the ticket will be automatically assigned to the agent. Learn more about skill based ticket assignment.
  4. Omnichannel ticket assignment with Omniroute (applicable only on the Forest plan)
    When your company supports customers across multiple channels like email (Freshdesk), chat (using Freshchat), and phone (using Freshcaller), managing the workload in each platform is probably a task in itself. For example, if you run an e-commerce business, you are likely to be providing support across multiple channels. You'll want to make sure your agents get the right amount of tickets, calls, and/or chats - from each corresponding channel. With Freshdesk’s Omniroute, you can balance the workload from across all these multiple channels, in one place. Admins can set ticket, chat, and call threshold, simultaneously, for agents in the helpdesk. Learn more about Omniroute.

Changing agent availability status

Incoming tickets are now automatically getting assigned to the agents, so your job as a supervisor just became easier. However, there could be several instances when an agent might want to avoid getting more tickets, such as when he/she is working on a high priority ticket or is on the phone with a customer. 

Agents can change their availability if you’ve given them the privilege - You, as an Admin or Supervisor, have the ability to let your agents choose whether they want to be assigned tickets through the automatic ticket assignment. 

Quick guide to giving agents the privilege to change their availability:
  • Login to your support portal as an Administrator.
  • Go to AdminGroups.
  • Select the group for which you want to give the agents the privilege of changing their availability.
  • Turn on the toggle for Automatic ticket assignment or Omniroute and click the check the box to Allow agents to change their availability for automatic ticket assignment
  • Click Save.