Agent status: out of office with omnichannel


3 댓글

  • Barry Neary
    Zendesk Product Manager

    Hi, we are working on a feature that would automatically reassign a ticket if it is reopened and the agent is offline (ETA July 2023).

    That wont reassign unless ticket is reopened - it is on the roadmap (no date yet) to allow you to reassign all tickets independent of their ticket status if agent status changes to offline. 

  • Thomas D'Hoe
    Community Moderator

    Hi Barry,

    Thanks for letting me know. Looking forward to this. 

    One thing I would add here, I wouldn't do it based on the offline status (only), but make it possible to do it on a custom agent status as well. 

    Because I can imagine that some specific (expert) agents are working on more complex tickets that may be reopened out of their shift. In this case you don't want to have is reassgined so that other agents need read over the whole ticket/conversation again (which is inefficient for longer conversations). 

    That's why I was thinking to do it based on an out-of-office / sick status (custom status) where an admin or team lead can decide to change the status of that specific agent when they are not available for a longer period.

    At least, that's how I see it :-) 


  • Tobias Hermanns


    i waiting for this too, right now we use customize Out of office App, which do at least the unassign step, but then stuck. THanks.


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