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Assigning back-up agents without Round Robin

  • July 11, 2024
  • 1 reply
  • 63 views
jonist
Apprentice

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?

Best answer by Sneha Kandasamy

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.
 

      1 reply

      Sneha Kandasamy
      Community Manager
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      • Sneha KandasamyCommunity Manager
      • Community Manager
      • Answer
      • August 28, 2024

      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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