Skip to main content
  • EN

Using Freshservice,Pro Plan, our business hours are 07:00 to 18:00.

All incoming tickets go to “Helpdesk” group.

Some agents in this group work 07:00 to 16:00

Some agents in this group work 08:00 to 17:00

Some agents in this group work 09:00 to 18:00

If a ticket arrives at 07:01 and gets assigned to an agent that does not start his shift until 09:00, then we lose 2 hours. On the same note, if a ticket arrives at 16:01 and is assigned to an agent that is off at 16:00, we lose 2 hours.

How can we define work hours for each agent, so that round robin ticket assignments will only go to an on-duty agent. 

Note: We don’t care about incoming tickets outside business hours. Those can be assigned to any off duty agent

 

You can try this.

  1. Create 3 business hours.
    1. Business hour 1: 07:00 to 16:00
    2. Business hour 2: 08:00 to 17:00
    3. Business hour 3: 09:00 to 18:00
  2. Create 3 agent groups and assign each of the above business hours to each group.
  3. Setup the auto assignment
    1. If your agents can turn off the auto assignment before they log off, then turn on the auto assignment for each group and advise the agents of 3 groups to turn it off at their respective log off time.
    2. If turning off the auto assignment is an issue, then disable the auto assignment on all 3 groups. Create a workflow automator with the created during business hours as a condition and action to assign to the respective group. Branch it 3 different conditions for all 3 business hours.
       

       

Terms of Use