If you have several agents handling your help desk, you might want to distribute the incoming tickets uniformly among them. NeetoDesk allows you to automate this through the round-robin ticket assignment.
Tickets will be assigned to all available agents in a sequential manner. Suppose there are 3 agents (A1, A2 and A3) and A2 is unavailable. Then, the first ticket will be assigned to A1, the next one to A3, the next one to A1 and so forth.
Set the Round Robin ticket assignment:
Go to Admin Panel.
Click on Automation Rules.
Click on Add New Rule.
Adding a condition When ticket is created.
Set Action to Assign Agents—Round Robin.
Click on Save changes.
This rule would perform round-robin assignments among all the available agents.
Round Robin scoped to agents within a group
If the ticket is already assigned to a group before the round-robin algorithm kicks in, it will perform the assignment only to the available agents within the group.
This can be achieved by adding another automation that assigns the ticket to a group.
Go to Admin Panel.
Click on Automation Rules.
Click on Add New Rule.
Adding a condition When ticket is created.
Set Action to Assign Group.
Select Group .
Click on Save changes.
For this to work, it is important to ensure this rule is executed before the Round Robin agent assignment rule. This can be done by placing the group assignment rule above the Round Robin agent assignment rule using the Reorder feature of Automation Rules.