Last updated: 2021-06-25

Source: https://support.freshdesk.com/support/solutions/articles/225336-is-it-possible-to-automatically-assign-tickets-based-on-agent-workload-

Yes, Freshdesk has a feature called Load-based ticket assignment, using which tickets could be assigned within a group, based on the current ticket load for an agent.

Please navigate to Admin > Team > Groups > click on edit next to the group for which this feature has to be enabled and choose the "Load Balanced Ticket Assignment" radio button under automatic ticket assignment.