The out-of-office scheduler allows agents to plan their unavailable days, ensuring that tickets are not assigned to unavailable agents and that customer responses are redirected to available agents.
To schedule out of office:
- Click on your profile icon at the top right corner and click Schedule Out of office.
- Choose the dates on which you want to schedule out of office and click Apply.
- To clear the schedules, go to your profile, click the scheduled time, and click Clear schedule.
Automate workflows when an agent is out of office
You can automatically notify your customers if they've contacted an agent during non-working hours and set rules to send email notifications.
If a customer responds to an agent who is out of office, you can configure rules to reassign the ticket to another available agent. You can also notify a group or send an email to the customer to notify them know that responses will be late.
TIP: Create custom ticket views to keep a tab on customer responses to agents that are out office. Use the filters- Agents: Me, < name of agent on leave> and Status: open