The round robin feature or the automatic assignment functionality would work whenever the icon next to the profile photo is togged on. This is not tied to the business hours.
As of now, this feature will work irrespective of the portal's business hours. Even if the agent turns on auto ticket assignment during non-business hours, the system will continue assigning the tickets to that agent.
A workaround would be to not give the agent the permission to turn on the automatic assignment by unchecking "Allow agents to change their availability for automatic ticket assignment" - this would give the admins to control the ticket assignment and could manually switch on round robin during business hours in Dashboard -> Available agents -> ticket assignment.
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.
When all available agents reach their ticket cap when you have automatic assignment turned on, new incoming tickets will be queued in the unassigned bucket.
Please check the cap in Admin -> Groups -> click on edit next to the one you would want to check this for and see the number listed in maximum tickets per agent under "Load Balanced ticket assignment."
These will be assigned when any one of the agent's ticket count falls below the capped level.
When an agent logs out of the system, the automatic assignment or round robin is not toggled off.
The settings pertaining to this feature would have to be turned off by the agent or Administrator and this could be checked under the Dashboard -> Agents availability -> Ticket assignment.
Yes, this would be possible if the latter group has automatic assignment enabled for it.
Please navigate to Admin -> Groups -> click on edit next to the group you are moving the tickets to and Enable "Automatic Ticket Assignment."
The automatic ticket assignment would be caused by the action of the observer rule that says 'Automatically assign the ticket to the first responder'.
You could disable this rule if you'd like to have the ticket assigned before being responded to. Please navigate to Admin -> Helpdesk productivity -> Observer and toggle this off.
Yes, Freshdesk has a feature called Load-based ticket assignment, using which tickets could be assigned within a group, based on current ticket load for an agent.
Please navigate to Admin -> 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.
Currently, it is not possible to report on the time duration for which the agent has been available to accept tickets through the "Automatic ticket assignment" feature.
However, please navigate to the Dashboard -> agent availability -> ticket assignment where as an Admin you would be able to see the number of hours since when the agent has been automatically receiving tickets.
Within Freshdesk, you would have the option to automatically assign tickets to agents within a group, in round-robin. To enable automatic ticket assignment for a group, please navigate to Admin-->Groups-->Edit(corresponding to the group) and turn on "Automatic Ticket Assignment".
You would then be able to choose between the different modes of Automatic Ticket Assignment - Round-robin, Skill Based and Load Balanced.