Hi everyone,
I’m exploring ways to automate ticket assignment in Freshdesk based on agent skills and workload. Currently, we’re manually assigning tickets, which is getting hectic as the team grows.
Has anyone implemented a smart workflow or rule that balances tickets automatically? Any tips, tricks, or do’s and don’ts would be super helpful.
+2Hey
did you already have a look at the Automatic Ticket Distribution options in Freshdesk.
For most teams, they have plenty of options do deal with auto-routing.
Here is another deep-dive on Omniroute and it’s options: Enable Automatic Ticket Routing
How do you define “smart”? How nuanced are your agent’s skills and are they reflected in ticket fields already?
Best
Tom
+4Hi
Skill based does exist on Enterprise plan: Support : Freshdesk
Another option that might work could be to build it with custom objects: Custom Objects - Ticket Creation automation : Freshdesk Support
BR,
Susanne
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