Due to the new feature, it is easier to distribute tickets, which came after working hours.
The system will assign them at the set time via the alarm clock rule to the right employee or the group.
Suppose the client sent you a new ticket after working hours. The first rule will assign the "On hold" status to the ticket and will set the reminder for the beginning of the working day – e.g., for 10:00. The second rule will find the tickets, which have been opened by the alarm clock, and then automatically will assign them to the right group or the agent: