What is automatic ticket assignment?

You can automatically assign tickets to agents in various groups by enabling the automatic assignment option for the corresponding group. Below are the steps to enable that;

1. Login to your Freshdesk account as an administrator.

2. Navigate to Admin from the menu. Under Team, click on Groups.

3. Select the group for which you want to enable automatic assignment and click the ‘Edit’ icon.

4. Go to Group Properties and enable ‘Automatic ticket assignment.’

5. Choose the appropriate assignment mode and agent availability parameter.

6. Click ‘Save’ to update the group settings.
   
   

Please reach out to [email protected] if you require further assistance.