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