What happens to tickets when an agent is out of office?

Question

With the Out of Office app, tickets remain assigned to my agents. What happens to Zendesk tickets when an agent is out of office?

Answer

The Out of Office app does not move work already assigned. Tickets already assigned to an agent stay assigned when that agent is marked out of office.

The app prevents manual assignment to out-of-office agents in the ticket interface and shows an alert, but business rules can still assign tickets unless you add rules that reroute those tickets.

Use these options to further prevent ticket assignments to out-of-office agents:

To stop ticket assignments to out-of-office agents, create triggers that detect the agent’s out-of-office tag and route or reassign the tickets to a group or another agent

To move tickets out of an out-of-office agent’s queue, use triggers or bulk updates to reassign those tickets

For setup details, see the article: Installing and using the Out of Office app.