Round Robin Logic
In the backend, Freshservice maintains a queue of agents for each group that has 1) turned on auto-assignment AND 2) are logged into Freshservice. Agents with both of these conditions are added to the bottom of the queue. When a ticket comes in, the agent at the top of the queue gets the ticket. That agent is then removed from the top of the queue and is added to the bottom of the queue again.
In the case of the following 2 scenarios below, agents will be immediately moved to the bottom of the queue when:
- 1) turned off auto-assignment AND 2) are logged into Freshservice
- 1) turned on auto-assignment AND 2) are logged off Freshservice
Enhancement is to
- Round Robin Enhancement - have the auto-assignment to work solely based on how the agent's availability is marked (without moving agents to the bottom of the queue for each login)
- a lot of our users do not have Freshservice opened because of mandatory reboots, switching to different environments, or working on jump servers
- Round Robin when assigning, ticket activities is misleading
- Currently, when an agent assigns a ticket to a group that has round robin enabled, the ticket activities shows the previous ticket’s owners name assigned it to the next agent. This is misleading information because the previous agent just assigned it to round robin and did not directly assign to agent.
- This request is to either change previous agent name with “System” or add additional information in the activities to not be misleading.
