Unassign and reassign tickets (out of office)

What is the "Out of office" feature?

   Round Robin enables you to manage agent availability manually or allowing the app does this automatically by schedule. You can also set up actions that are performed when an agent becomes unavailable/available. For example, unassign tickets which are assigned to unavailable agents or reassign the tickets to a specific agent, and so on.

  


What is the mechanism of the Round Robin "Out of office" feature?

    You can specify strings that will be added to tickets as a tag or private comment in Zendesk when the assignee becomes available or unavailable. Then you can handle actions via Zendesk triggers.

  


Is there a way to unassign tickets when the agent's shift ended?

   You can use the "Out of office" feature with actions when an agent becomes unavailable. There is a detailed setup guide.

  


Is there a way to unassign tickets when a customer replays, but the ticket assignee is not available?

   You can use the "Out of office" feature with actions when an agent becomes unavailable. There is a detailed setup guide.

  


What kind of ticket statuses can be processed by Out of office feature?

   Tickets in open and pending statuses only can be processed by Out of office.

  


Does Round Robin work with the Zendesk Labs Out-Of-Office app?

   No. Round Robin provides its own Out of Office functionality. You can use it instead of the Zendesk Labs Out of Office app.

 


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