When an agent is out of office, how can I reassign their open tickets?

Question

Is there any way I can reassign tickets when an agent is off sick or on holiday?

Answer

You can reassign tickets from agents who are off their shift through the Out of Office app. This integration creates triggers in your system to automatically reassign tickets from out-of-office agents into the parent group. This way, agents who are available may pick up those tickets.

If you have omnichannel routing enabled, you can automatically route open tickets to available agents when the assigned agent's status changes.