Hello
We are trying to achieve the below task:
Any ticket that comes in to the unassigned queue gets assigned in a round robin manner as per the support agents status in the service desk.
For example
There are 3 agents:
Agent 1
Agent 2
Agent 3
Ticket comes in and gets assigned to Agent 1 and then the next ticket comes in and that gets assigned to agent 2 but if the agent 3 is offline in the system then the system does not assigns tickets to that agent when the next ticket comes in.
So agent presence is what we want to setup in the system like just a simple online\offline status.
And integrate that agent presence with automated ticket assignment.
