I am looking for a workaround - how to remove the assignee if a customer replies and the assigned agent is Offline. We use the Support solution with Omnichannel activated.
The current solution we use is to have the Out of Office App installed:
The next step is to create a tag if the agent is not active in this app.
The last step allows us to remove the assignee using a trigger that says - if there is that tag, then remove the assignee.
This solution has two cons:
- Agents have to change their status in the App and their personal status. Only if they are offline in both, then the tag will be created.
- Their status is not updated in real-time, they have to refresh their browsers quite a lot, otherwise Zendesk does not recognize their status change. This causes tickets to not be offered/assigned to anyone since the system thinks there is no one available.
Any suggestions will be highly appreciated.
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