An agent can reassign tickets to another agent when they are out of the office for a certain period.
Each agent will have set their out of office periods.
On the dashboard in the top right corner, click your name and select the My Profile option in the dropdown menu.
Under the section Out of Office Periods, click the add icon.
Select the From and To dates and times of when you will be out of the office.
Add a reason
Select the other agent or admin that tickets need to be reassigned to during your out-of-office period.
Tickets assigned to you based on rules will now go to the agent or admin selected. Once your “out of office period” has ended, all routing rules will proceed as usual, with new tickets being routed and assigned to you.
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Jessica Adkins - Community Manager