Hi, we have previously used the Round Robin feature in Freshservice to assign tickets to our 1st line agent group, however, found it doesn’t always work very well - by luck of the draw, one agent could end up with all the easy requests while another could get multiple more complex incidents.
Is there a way to automate ticket assignment within a group by priority? Ideally what I would like to do is assign the oldest, highest priority ticket first and so on.
Thanks in advance for any suggestions.
Kev.