Assigning back-up agents without Round Robin

Groups
Events
Product Updates
Insiders Program

Freddy AI Agent Unleashed: Drive Effortless, Always-On Assistance

(Thu, 5 Dec, 4:00 pm)

Community
Using Freshdesk
Automations and Workflows
Assigning back-up agents without Round Robin

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?

Page 1 / 1

Hi @jonist,

Greetings from Freshworks community!

We can automate the process to reassign the ticket to another agent within the same group when the requestor replies and the assigned agent is "Out Of Office."

Admin > Automations > Ticket Update >

Hope this helps.

Cheers,
Sneha.

Reply

Join the Community

Already have an account? Login.

Social Login

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

Company

(Private)

Only you and moderators can see this information

Relationship with Freshworks

(Private)

Only you and moderators can see this information

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.