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



Edited Jan 19, 2024


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8 comments

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

Zendesk Digital Resources Team

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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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

Zendesk Customer Care

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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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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Hi friends! I have the following triggers set. However when a customer replies to a solved ticket, it reopens and self assigns to the agent who solved it, even if they're offline. The ticket should be assigned to the online agent. How can I fix this? TIA! 

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Paolo

Zendesk Engineering

Hi Raida,
 
Have you tried using the Out of Office app to achieve your use case? Checking your account, it seems that the app is not installed. Kindly give it a try. More information here: Installing and using the Out of Office app.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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