How to assign tickets via Round-Robin

  1. Go to settings | User Management | Teams
  2. Click on the blue plus icon to create a new team
  3. Give the team a meaningful name
  4. Add the agents you want assigned to the team
  5. Add the ticket categories that the team is able to view
  6. Enable the Round-robin assignment option
  7. Set the teams business hours
  8. Set the teams holiday calendar
  9. Click Save