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Can you assign a back-up agent for a particular ticket, when another agent is out of the office, and without using the Round Robin feature?

Hi @jonist,

Greetings from Freshworks community!

We can automate the process to reassign the ticket to another agent within the same group when the requestor replies and the assigned agent is "Out Of Office."

Admin > Automations > Ticket Update >
 

 

Hope this helps.

Cheers,
Sneha.
 

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