We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
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.
