If you signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.

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.