Automatic Ticket Assignment

These solutions explain how you can categorize, prioritize and assign incoming tickets using automations in Freshdesk

Understanding automatic ticket assignment
This solution article talks about how you can automatically assign tickets to agents in a group and how to change an agent's availability.  AUTOMAT...
Thu, 10 Nov, 2022 at 3:42 PM
Ticket assignments with Freshdesk Omniroute™
NOTE: If you are an Omnichannel customer and using Omnichannel Groups & Business hours, you can only add a threshold limit on tickets and calls. Howe...
Wed, 2 Aug, 2023 at 7:48 PM
Setting up Round-robin ticket assignment
Round-robin ticket assignment is a method used in customer support systems to evenly distribute incoming tickets among available agents in a sequential man...
Thu, 23 May, 2024 at 2:42 PM
Setting up Load-balanced ticket assignment
With load-balanced ticket assignment, you can define the number of tickets an agent can handle at any given time. This way, you can ensure that your agents...
Thu, 1 Sep, 2022 at 11:10 AM
Setting up Skill-based ticket assignment
Skill-based ticket assignment allows you to automatically prioritize and route tickets to the right agent based on their skills. For example, consider an a...
Wed, 2 Aug, 2023 at 7:47 PM