When an agent is out of office, how can I reassign their open tickets?

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6 Comments

  • Zahida BUCKSUN

    Hi, 

    If an agent who is supposed to be "out of office" answers on a ticket, will Zendesk consider he is no longer out of office and will keep his assignment on the ticket ? And what about the other tickets which are supposed to be assigned to his group ? 

    Thank you

    Zahida 

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  • Katie Dougherty

    Hi Zahida, 

    If you are using the out-of-office app, it depends on the app configuration. There's a "force unassign" option that I believe will help you accomplish your goal! See the article, Installing and using the Out of Office v2 app.

     

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  • Heather Rommel

    Hi Team! 

    Are there any plans for the ability to do a date for the OOO? Meaning, rather than On/Off, is there going to be a way to do a date effective?  If I know I'll be out of the office 2 days later, I'd want to set it up in advance rather than trying to remember the morning of....

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  • Romona

    Hi Heather,

    We do have a Feature Request page something similar to what you described where we are gauging level of interest in updating the Out of Office App. The more interest experience the better the chances that our Product and Engineering team will review and consider it. Check out the feedback and upvote and your use case to this Official Feature Request thread: https://support.zendesk.com/hc/en-us/community/posts/360040042194-Out-of-Office-app-official-feature-request-thread

    Romona | Technical Support Engineer | San Francisco
    support@zendesk.com

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  • Francois Spinnael

    Is it possible to not "unassign" the cases once a reply arrives on a case where the agent is OOO ? 

    Just that the app adds a tag "agent_ooo" so we can trigger the views in order that the agent have to check those tickets. Without having an unassign because something happened on the case. (some time the out of office is from short time, no sense to unassign the case)

     

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  • Ahn Letran
    Zendesk Customer Care

    Hello, Francois!

    In this case, the trigger 'Ticket: Unassign Trigger (Out of Office) can be deactivated if you do not want to unassign tickets where agents' are OOO and customers reply.

    Thanks!

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