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 fashion. Suppose there are 3 agents (A1, A2 and A3) available. Then, the first ticket will be assigned to A1, the next one to A2, the next one to A3, the next one to A1 and so forth.
How to set the Round Robin ticket assignment:
Go to Settings > Automation Rules > New Rule.
Set Execute to On Create.
Adding a condition Status is New Ticket.
Set Action to Assign Agents—Round Robin.
Click on Save.
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.
An example:
Go to Settings > Automation Rules > New Rule.
Set Execute to On Create.
Adding a condition Subject contains [Sales].
Set Action to Assign Group.
Set Group to Sales.
Click on Save.
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.