First, create a new Business Hours entry for the Group to be auto-assigned tickets to – this will set a specific time window for the auto-assign rule to be active - Go to Admin > Team > Business Hours:
Next, create the new “Auto-assign” Group and add agents – go to Admin > Team > Groups:
Under Group properties set assignment mode to Round Robin:
Under General Settings, select the Business Hours you created specific to the Group to be Auto-assigned tickets:
Last step is to Create the New “Auto-assign” Rule under Admin > Workflows > Automations:
Set it up like below, changing only the key words under “Has Any of These Words” and the new Group to assign to:
In order for a Group agent to be auto-assign tickets, their Status in FD must be set to Available. Go to Dashboard > Agent Status > Agent Availability:
If an Agent is out, go to Dashboard > Agent Status > Agent Availability and set their Status to Unavailable, then tickets will not be assigned to that rep until set back to Available:
