How to assign tickets to the agent who has least tickets?

[Neeraj_Prabhuram]

Hi all,

Has anyone managed to get tickets that are newly created automatically assigned to an agent who is ONLINE at that point in time?

I have figured out the "On-call responder" and successfully created a Shift schedule and all that, but it keeps on assigning to just the same agent who is on the shift even though there is more than 1 at that particular time.

The expected solution is that the ticket should be assigned to the agent who is on shift and also who has the least number of open tickets.

Any ideas on how can I achieve this or possible workarounds?

[Dan Breyen]

I'm wondering if your issue is related to this ticket on Atlassian's Jira site: AUTO-907 

Seems like there's some issues with the way tickets are being assigned.

I'd suggest opening a ticket with support (support.altassian.com/contact) and get their input to see if it's related, or a different issue.