+4
Hello all,
I have today several automatic action to allocate tickets to specific agents.
Would it be possible to suspend the automatic allocations when my agent is not here (in holiday or sick) so that another agent can manage his tickets ?
I’m ready to use complex roundabouts if afterwards we only have to say « Christophe is away starting today » and « Christophe is back ».
Best answer by Keer
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+12
Ah,
+4
Hello Keer,
I am using automation rules. Something like :
IF the customer have « a specific contract » AND the referent is « Chris » THEN I assign to the agent « Christophe »
But I don’t see the « Check agent status » button in my automation rules (and I don’t see any « Out of Office » option on my agents). Is this available only in certain plans ? I currently use Blossom.
+12
Hello
Is it via automatic ticket assignment or automation rule configured? You can find this by navigating to any ticket and viewing the ‘Show activities’ section.
If it’s via an automation rule, you can simply add the following condition to the rule:
If the tickets are assigned by automatic ticket assignment configured under Admin > Groups, you can simply mark the agents as ‘Not available’
Can you share details on how ticket as assigned so that we can help you further? Looking forward to your feedback!
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