If an agent goes on holiday and a requester replies to a ticket that is assigned to that agent the requester currently has now way of knowing the agent is away and the desk doesn't know someone is awaiting a reply.
It would be good to either have some sort of functionality where an agent can set themselves as away and a rule that does something if someone replies ie maybe unassigns the ticket so that it can be reassigned
People maybe have other suggestions for this?
In my opinion it should work like:
Agents sets OOO message and time period
It is not possible to assign ticket to him
Requester while trying to contact with an Agent is informed back about OOO
Even better, setting OOO could have another agent or team of agents "cover" for the OOO agent. "covering" agents would see OOO agent's tickets as part of their own queue.