Auto Assigning Tickets to Agents

Infos:

  • Used Zammad version: 5.1.x
  • Used Zammad installation type: docker-compose
  • Operating system: Debian 11
  • Browser + version: Chrome v100.0.4896.127

Expected behavior:

  • Assigning open/new tickets to agents automatically

Actual behavior:

  • Not assigning

Basically I used Filters and/or triggers to assign new tickets to a certain group. There are then agents assigned to manage that group. They still however need to assign the tickets to themselves.

Is it possible that the tickets can get auto assigned to the agents in that group?

Thanks

The official documentation covers this.

@awedor I saw this yes. Tickets are being auto assigned to groups, but not to the agents within the groups.
We essentially want this to work like a queue as a Round Robbin configuration.

The auto assessment has also been setup as below:

Regards