An agent is assigned 10 tickets through the Playlist button or round-robin and ends up working on a complex request that takes over an hour to solve. Their shift is over but there are still 5 open tickets in their inbox. How can we send those tickets back to the unassigned view so that another agent can pick it up?
You can create an Automation to automatically unassign tickets after an hour (or your preferred threshold) if they have not been addressed by the agent.
Go to Zendesk Setup > BUSINESS RULES > Automations > Add automation.
For the conditions (meet ALL), add the following:
- Ticket: Assignee > Is not > -
- Ticket: Hours since assigned > (calender) Is > 1 (or your preferred threshold in # of hours)
- Ticket: Status > Is > Open
Then, for actions:
- Ticket: Assignee > -
Click on Create Automation to save.
Also, make sure that the Tickets setting "Allow re-assignment back to the general group" is checked.
Zendesk Setup > Tickets > Allow re-assignment back to the general group (checked)