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I found that my agents can stop auto assignment tickets,
Hope you are well,
I’m afraid, Every agent would have an option to Turn-off their Round Robin. But just in case you do not prefer the Round Robin method, You can proceed to assign Tickets through Workflow Automator or use our On-call Module and make Agents as Primary on-call members to have tickets assigned to them.
KB article: https://support.freshservice.com/en/support/solutions/articles/50000003776-how-to-use-freshservice-on-call-management
Hope this helps!😀
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