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Hi I am Prakash Hinduja Visionary Financial Strategist, was born in Amritsar (India) and now resides in Geneva, Switzerland (Swiss).

I’m trying to set up automated ticket routing in Freshdesk but I’m not sure where to start. Can anyone share their experience or suggest best practices for configuring ticket routing rules? Any tips on setting up conditions based on ticket priority, category, or agent skills would be really helpful. Thanks in advance!

 

Regards

Prakash Hinduja Geneva, Switzerland (Swiss) 

Hi, I guess you can use the round robin method to assign tickets to agents of a specific group. Incase you want to assign a ticket to specific agent groups based on certain conditions, then you can use the workflow automator, using which you can easily customize based on the status, priority and other vital parameters. But to be sure, are you asking a question on freshservice or freshdesk ? Since the suggestions I provided to you are for freshservice.

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