Hello,
We are currently using the "Out of Office Schedule" feature in Freshdesk and have implemented automation rules to prevent tickets from being assigned or reassigned to agents who are marked OOO for more than one day.
However, we’ve encountered an issue: when a ticket isn’t reassigned as per the rule, it’s difficult to determine whether the rule isn’t functioning correctly or if the agent simply forgot to set their OOO status.
Could you please advise on the best way to check or audit the OOO status of agents to confirm if the automation rules are working as expected? Additionally, are there any logs or reports we can use to verify these scenarios?
Thank you in advance for your assistance!
