Unassign and reassign tickets (out of office)

What for "Out of office" feature is?

   Round Robin enables you to manage agent availability manually or allowing the app do this automatically by schedule. You can also set up actions which 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 mechanics of Round Robin Out of office feature?

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

  


Is there way to unassign tickets when agents shift ended?

   You can use out of office feature with actions when an agent becomes unavailable. There is detailed set up guide.

  


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

   You can use out of office feature with actions when an agent becomes unavailable. There is detailed set up 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.

  


Is Round Robin works with the Zendesk Labs Out-Of-Office app?

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

 


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