the ability to auto assign incoming tickets to an agent(s) who is available on shift. if no agent available on shift, ticket remains as unassigned.
Why should we implement this
There's only 1 app available as a Zendesk Integration called Round Robin. Its interface is terrible but it has the functionality of being able to auto assign tickets to an agent, based upon the agents availability in their scheduling app. The interface on your app is a lot nicer and I feel the ability to this would bring some great functionality into it. You are also significantly cheaper than a Round Robin subscription.