You can automatically assign a ticket to the agent who responds to the ticket first, by enabling the ‘Automatically assign ticket to first responder’ default automation rule in Freshdesk.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Under Workflows, click on Automations.
Choose the Tickets tab and then Ticket Updates
Find the default automation rule ‘Automatically assign ticket to first responder’
Check if the rule is enabled, else use the toggle on the right to enable the rule
Please reach out to firstname.lastname@example.org if you require further assistance.