Good afternoon.
I'm looking at using the ticket auto assignment feature within Freshdesk to remove the need to do it manually.
I can see how this done and seems pretty straight forward with auto assignment and load balancing the amount of tickets per agent.
Problem that can arise is how does an agent stop receiving tickets from the auto assignment when they are either on holiday or out of the office? The later quite common for our business at present as a few of us attend site to resolve issues.
Is there some form of status rule that can be applied? E.G. Setting a Out of the office automatically stops tickets being assigned.
In addition,while I have not figured it out yet.Is there a way I can automatically set priorities on tickets? For example if someone says their system is down can I use keywords to make that a 'urgent' ticket while someone asking a question would be put as a 'low' priority ticket.
Look forward to hearing from you.
Thanks.
