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.
Is there a solution for this topic? We are facing the same issues
Isn't that what delegation does under a user's profile settings?
^ I think that's only for approvals
Workforce Management is definitely one area that Freshservice is lacking in. Trying to ensure our customers are receiving timely responses is very important to us and being able to take some kind of automated action on tickets if an agent is out of office would be very beneficial.
+1. I was searching for this exact feature. I have several agents out on training for a week. Right now, I need to use an available team member to re-route tickets that are assigned to the agents out on training.
I want the system to automatically re-route their tickets to a certain group, and make it impossible for the system to initially assign tickets to them.
We have our system set up right now which avoids assigning any tickets to any one person, and instead assigns it to an agent group even if the work is for one specific person. This is solely because of the lack of OOO, so that would be a great feature to have.
I'm not sure you want a requester ever to get an OOO form a service/help desk as doesn't look great. I think a workaround is to make sure status Observer/automater rules are set correctly and that agents are setting the status correctly on all ticket actions then use escalation rules? We also get agents to check their MS Teams or Outlook groups in the morning for their fellow agents status that day and then use the appropriate shared views that we have set up to show agents in your group and tickets in an open status.
I would always steer away from leaving tickets unassigned as this leads to a lack of ownership of incidents/requests in my experience if you use the status field and set escalations this can easily be avoided.