Last updated: 2021-06-25

Source: https://support.freshdesk.com/support/solutions/articles/228988-how-do-i-enable-round-robin-ticket-assignment-in-my-account-

Within Freshdesk, you would have the option to automatically assign tickets to agents within a group, in round-robin. To enable automatic ticket assignment for a group, please navigate to Admin > Team > Groups > Edit(corresponding to the group) and turn on " Automatic Ticket Assignment".  You could choose the mode of Automatic Ticket assignment as " Round Robin".

Note: This feature is available only in the Estate and Forest plans.