Triggers and OOOAnswered
I'm trying to check the triggers created to assign tickets to certain agents automatically. I want to be able to see how to make them not apply if the agent is OOO. Is there any way to control this? even if it's with extra triggers.
Ex: all the tickets from requester D will be assigned to agent F
In case agent F is OOO, those tickets should not be assigned to agent F.
Hi @..., you can check Zendesk's own Out of Office app, which adds a 'agent_ooo' tag to the ticket when the agent is out of office.
You could then add a "tags contain none of these = agent_ooo" condition to each trigger that assigns to agents.
You'd then have to create a second trigger for each agent, to check if the 'agent_ooo' tag is present and Assignee = Agent D, then assign to F.
Hope this helps!
Thanks for your help on this! :)
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