Is there a way for agents to turn on/off auto-ticket assignment through the mobile app? I know that agents can turn off auto-ticket assignment through the portal.
I found a related request from five years ago - it would be extremely helpful when agents are OOO unexpectedly and/or sick.
+3Hi
Currently, agents cannot turn on/off auto-ticket assignment through the Freshservice mobile app. This functionality is only available through the web portal.
To address situations where agents are unexpectedly out of office or sick, the best practice is to configure workflows that reassign tickets to other available agents or groups.
Alternatively, admins can manually disable auto-assignment for specific agents from the web portal.
As far as I know, there isn’t a way to turn auto-ticket assignment on or off through the Freshworks mobile app. I can only do that from the web portal. It would honestly be super helpful to have that option on mobile, especially if I’m out sick or away from my desk unexpectedly. I saw a similar request from a few years ago, so maybe it’s worth bringing it up again. For now, the only workaround I’ve used is asking an admin to switch it off for me when I can’t access the portal.
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