Gaurav Sharma

Hi Gaspard ,

You can try using the below zendesk feature for auto tagging 

• "Add tags to users and organizations. Tags that have been added to users and organizations are also automatically added to tickets."

But if you are looking to manage OOO agents tickets , I suggest you use Zendesk OOO app which is really good , and i have used this in all the organizations which ii have worked for and it really helps.

https://support.zendesk.com/hc/en-us/articles/4408828358682-Installing-and-using-the-Out-of-Office-app 

Hi Kristine,

Currently, we utilize triggers to incorporate skills and direct tickets to specific groups.

A conditional check has been implemented to examine whether the subject contains a specified string or word. This condition is designed to identify particular words or strings associated with our product areas. Subsequently, a corresponding skill is assigned to the ticket, and the ticket is directed to a group of Product Specialists. Within this group, agents possess skills aligned with specific products. The ticket is then assigned to an agent based on both their skill set and current capacity.

Best regards,

Gaurav Sharma