Hello!
As per support ticket 15006895, the auto-ticket assignment only works when agents are online and marked themselves as available. However, if a ticket was created while no agent is available that ticket will not be auto-assigned even if an agent has marked themselves online later.
Round-Robin of ticket assignment is expected to be auto-assigning tickets once there is an agent online and ready to receive tickets, that is the case for any contact center\call center\service center\service desk team. It is not ideal that someone would spend the first hour or two of the morning shifts triaging and manually assigning tickets that are sitting there.
The idea of round-robin entitles that there is a queue for unassigned tickets that are ready to be assigned once an agent is available.
I understand that this is not currently possible in Freshservice, but would be a lot easier for a service desk to fully utilize an ITSM solution.
