Reassign Open Tickets for Out-of-Office Agents - Frequently asked questions
Frequently asked questions
How can I reassign tickets when an agent is out of office?
You can easily reassign tickets from agents who are out of office using the Out of Office app. This app integrates with your system to automatically reassign tickets from agents who are unavailable to the parent group, allowing other agents to pick…
What happens if an out-of-office agent replies to a ticket?
If an agent marked as out of office replies to a ticket, the outcome depends on the configuration of the Out of Office app. There is a 'force unassign' option that can be configured to ensure the ticket remains unassigned, even if the agent…
Can I schedule out-of-office status in advance?
Currently, the Out of Office app does not support scheduling out-of-office status in advance. However, there is a feature request page where users can express interest in such a feature. The more interest shown, the higher the chances that the…
Is it possible to keep tickets assigned when an agent is out of office?
Yes, it is possible to keep tickets assigned even when an agent is out of office. You can deactivate the 'Ticket: Unassign Trigger (Out of Office)' if you prefer to keep the tickets assigned to the agent. This way, the tickets will remain with the…
How can I prevent tickets from reassigning to offline agents?
To prevent tickets from reassigning to offline agents, you can use the Out of Office app. This app helps manage ticket assignments by ensuring that tickets are not automatically reassigned to agents who are marked as out of office. If you encounter…
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