Ticket distribution depending on group's agents' availability
Hi everyone,
Business case: there is a group of agents working without any fixed schedule. New tickets should become available to these agents for review for some time (15-45min) after ticket creation and if none of them takes the ticket - it should be assigned to another group of agents.
Problem: since automation could not be set for less than 1h, it makes no sense to assign ticket to the group for 1h if nobody in this group is logged in currently.
Ideal scenario: condition in trigger/automation setting - "Someone in the group is logged in", or particular "Agent logged in". No one in this group is online? No need to assign ticket to this group.
Question: is there a way to rely on agents'/groups online presence while setting up business rules?
I see this problem was actual, but no updates on the matter for 3 years: https://support.zendesk.com/hc/en-us/community/posts/203400886-Agent-Login-and-Availability
Out of office app is of no use, it hardly could be used in triggers/automations at all.
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Hey Anton,
Thanks for reaching out and describing your use case, I can definitely see how this would be a useful feature to have.
However, right now, there isn't a good way, in Zendesk or with an integration to accomplish what you are looking for, I am sorry!
The request you linked from 2013 is actually referencing chat functionality, not ticket functionality, so I would really encourage you to consider making a product feedback feature request for business rules to track agent activity in Zendesk.
In the meantime, the best way to avoid missing tickets is going to be having a more generalized group or ticket assignment structure, so more agents have access to the tickets they should be acting on.
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