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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