For global business panning across multiple geographies that cater to a multilingual customer base, you can directly assign tickets from each language to specific agents using an automation rule. 

Note : The rule will execute based on the requester's language only and not the ticket's content.

Please follow the steps below to assign tickets of a particular language to specific agents automatically.

  1. Login to your Freshdesk account as an administrator.

  2. Navigate to Admin from the menu. Select Workflows and click on Automations.

  3. Choose the Tickets tab and under Ticket Creation, click on the New Rule button.

  4. Give your rule a name.

  1. Under the On tickets with these properties: section, choose In Contacts, then Requester Language, select Is, and enter the language.

  2. For the Perform these actions: section, select Assign to agent (or group) from the dropdown, and provide the Agent name or Group name to whom you wish to assign the tickets.

  3. Click on Preview and Saveand then Save and enable.