Auto-assign doesn't work properly

[Martini26]

We have 3 support team guys who get tickets form all categories we set (automatically).
Auto-assign works OK only when all of us have the same amount of tickets. Problem apears when 2 of us have at last 1 ticket in progress - the last guy always gets new tickets even if he makes and close 100 new tickets?!
Does the system take number of completed tasks per person when assigning new ones or assigns new tickets only to those who do not currently have anyone?

[Klemen]

That's how it's designed, yes: Hesk gets a list of people who can view tickets in the category, then it assigns the ticket to the person with the least amount of open tickets.

To change this, you would need to modify the logic of the auto-assign function.

[Martini26]

To change this, you would need to modify the logic of the auto-assign function.

Any instructions how to do it?

[Klemen]

There's no "easy" way to do it, you will need someone with PHP knowledge to edit the hesk_autoAssignTicket function inside file /inc/common.inc.php

If you don't know anyone with PHP knowledge who can help you, try posting a project to sites like upwork.com or freelancer.com