Option to automatically re-assign tickets with specific statuses (e.g. open, pending) when agent goes offline.
Let's say if an agent is 30 minutes offline (meaning his shift is over and he'll come back minimum in 16 hours or even in 2 days), then all his open tickets should be re-assigned to other online agents.
Yes! Adding a boolean condition like "Agent availability" to Despatch'r OR Supervisor's Condition like "Hours since agent available"/"Hours since agent not available" OR event like "Agent go offline" can be added to Observer Rules...
I doubt it will be lots of extra development to implement on of them (preferably all :) ), but it will certainly add more flexibility and diversity to technical support process setup.
Thank you very much fro your understanding!
kind regards,
Nik
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