Does the Round-Robin assign tickets in alphabetical order?
Modified on: Mon, 17 Jul, 2017 at 9:39 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
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 -> Groups -> click on edit to achieve this.
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