How do I reassign tickets when an agent is off sick or on holiday?

Question

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

Answer

To reassign tickets when an agent is unexpectedly out for a couple of days, there is a small volume of tickets, or in urgent situations, use the manual bulk reassignment method. Create a view to find the agent's tickets and manually change the assignee to another agent or group.

To create a view:

Go to Admin Center > Workspaces > Agent tools > Views

Click Create view

Add the name and description of the view, then under Meet ALL of the following conditions add:
Assignee | Is | (agent who is out of office)
Status | Less than | Solved

Open the view you created

Select tickets and change assignee to another agent or group

For agents on planned time off or recurring absences that require automation, use the Out of Office app. This integration creates triggers to automatically reassign tickets from out-of-office agents into the parent group. This way, agents who are available can pick up those tickets.

To view and modify an agent's availability:

In Support, select the Out of Office icon in the left navigation bar

Click the Availability toggle button next to agent who is out of office

Click Set as Unavailable to set an agent's status as unavailable

If you have omnichannel routing turned on, you can automatically route open tickets to available agents when the assigned agent's status changes. This helps enterprise operations with complex routing needs and workforce management (WFM) integrations.