Georgi Panayotov

+1 for this as it happened several times for us recently

I assume this solution provides information only for the last 7 days, is there a way to see it for the last 30 days or more?

I believe this provides information only for the last 7 days, is there a way to see it for the last 30 days or even more?

Barry Neary  Can you DM me to have reassigned tickets go back through queue logic enabled for our Sandbox, since its a setting on the backend at the moment?

Barry Neary   Yes, please DM me.

Hi Barry Neary 

We would like to explore the following scenarios.
Multiple agents are part of multiple groups.
For some of the groups we would like to utilize the OCR Queues so tickets should be auto-assigned based on priority (it's a custom field and we have triggers that set the relevant priority).
For some of the groups we don't want to have the auto-assignment but agents should manually pick it up at their discretion regardless of the agent's status.
For tickets routed by OCR Queues, we want to enable the reassignment so reopened tickets should go back to the OCR Queue following it's logic if the agent is not online.

How can we achieve it?
 

Thanks Barry Neary

Is it going to apply only when a ticket reopens or we will be able to set rules (triggers) in what scenarios to run?

Like - if an agent is in a specific state (e.g. offline or away) and the requester replies, then ...

Thanks Sydney Neubauer 

I doubt the proposed solution meets our need for live chat support having many chats opened at the same time.

Hi All,

I am looking for a workaround - how to remove the assignee if a customer replies and the assigned agent is Offline. We use the Support solution with Omnichannel activated.

The current solution we use is to have the Out of Office App installed:
https://www.zendesk.com/marketplace/apps/support/49617/out-of-office/

The next step is to create a tag if the agent is not active in this app.

The last step allows us to remove the assignee using a trigger that says - if there is that tag, then remove the assignee.

This solution has two cons:
- Agents have to change their status in the App and their personal status. Only if they are offline in both, then the tag will be created.
- Their status is not updated in real-time, they have to refresh their browsers quite a lot,  otherwise Zendesk does not recognize their status change. This causes tickets to not be offered/assigned to anyone since the system thinks there is no one available.

Any suggestions will be highly appreciated.

One more vote for that functionality.