Can you assign a back-up agent for a particular ticket, when another agent is out of the office, and without using the Round Robin feature?
Assigning back-up agents without Round Robin
Hi Alina,
I hope you are doing well :)
I understand that you want to assign ticket automatically without automatic ticket assignment in place. Note that this is possible to a certain extent via automation.
You can navigate to admin > workflow > automation > ticket creation > new rule and create a rule based on required conditions.
Note: Ticket creation works on new tickets for tickets which are already created and in cases where customer responds back on those tickets, you can make use of ticket update automation. I have attached sample rules below for your reference,
![](https://uploads-us-west-2.insided.com/freshworks-en/attachment/2ddde9b2-d0ec-471d-adc7-09d5728a96aa.png)
![](https://uploads-us-west-2.insided.com/freshworks-en/attachment/a6a0df9b-1735-4321-a55e-4c806f439b3e.png)
However the automation will detect the agent's availability part based on the agent status set. Ie: available/unavailable https://support.freshdesk.com/en/support/solutions/articles/235532-how-to-check-the-agent-s-availability-for-automatic-ticket-assignment-
In case you require further assistance on setting up the rule, feel free to respond to this thread :)
Thank you
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