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After setting up Work Schedules for my users, I expected ticket auto assignment to only assign tickets to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were:

 

  • Create Business hours for the Agent Group (8a - 8p EST)
  • Create Business hours for each shift (Early Shift 8a - 5p EST & Late Shift 11a - 8P)
  • Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users.
  • Created Work Schedules for each shift with their business hours set to their appropriate business hours.
  • Added the appropriate agents to each Work Schedule.

 

The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to.

 

Did I miss something in the configuration?

 

Great question and this is certainly something I have not yet implemented as it is a bit daunting.

Conceptually what I think is probably needed to round all this off is a set of Conditions in your existing Workflow Automations that deal with Ticket assignments which allows Freshservice to compare the current ‘Created Date’ of a Ticket against your various Business Hours.

Workflows can certainly leverage Business Hours in Conditions:

A few features might be missing currently to aid with making this as hands-off as possible:

  • the ability for Agent’s Auto-Assign status to be automatically turned on and off based on Business Hours
  • the ability for individual Agents Auto-Assign status to be synced with their Calendar (example: when they are on leave)
  • warn (or even prevent) Agents when they manually assign Tickets to Agents/Agent Groups who are not available and/or perhaps the Ticket they are being assigned will breach before that Agent/Agent Group becomes available

 

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