How do I automatically assign tickets to agents belonging to different time zones?
Modified on: Fri, 28 Jun, 2019 at 3:03 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.
After configuring multiple business hours (under Admin > Business hours) for the various timezones you are supporting, assign each business hour to groups (under Admin > Groups). For example, if you have two groups: Support - India, Support - USA, configure two business hours for each of these regions and assign it to the corresponding groups.
You can use the Round-Robin feature for automatic assignment of tickets in the groups.
Note that all these configurations are available on the Estate and Forest plans.
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