Round Robin Based on Agent Schedule

It isn’t only cumbersome, but it can be detrimental to SLA. If an Agent stays logged in overnight, they are more than likely going to be assigned tickets in the morning before they show up to work. With teams that cross multiple time zones, this is an even bigger issue because it can be multiple hours before the agent arrives. When you have urgent issues and it is being assigned to somebody not currently on the clock, IT teams can’t afford to allow that ticket to sit untouched for hours simply because FreshService doesn’t A: provide a way to schedule an agent’s availability OR B: doesn’t allow the auto_assign_tickets attribute to be edited by API so that we can build our own workaround.