We often have service request or incident that needs to be re-assigned to another group. It would be ideal for the re-assigned ticket to auto-assign according to the round robin to the next agent in the rotation,
This is now available. Round Robin now works on group updates too. So, if the group changes, freshservice will re-assign the agent based on round robin and whether the existing agent is part of newly updated group or not.
Freshservice Product Team