Jay Pliskow

Our organization does not want Open tickets to be unassigned as our Agents are highly focused and specialized. However, we use the agent_ooo tag to keep track of customer responses and reply as needed to tickets on behalf of the assigned Agent while they are OOO.

The app however, only applies the agent_ooo tag to tickets that are pending, on-hold, and solved. It does not apply them to open tickets. Why is this? Is this the expected behavior?

@John DiGregorio seems to have submitted this issue back in May, 2023. Was there some resolution?