The Out of Office feature only adds tags to tickets. In order to automatically unassign tickets, you'll need to create a couple of triggers based on your out of office tag. Here are sample triggers to help you get started.
Unassign Ticket Trigger
Trigger name: Out of Office: Unassign Ticket Trigger
Description: Unassign open tickets when an agent becomes unavailable and the OOO tag is added to the ticket.
Conditions (meet ALL)
- Tags > Contains at least one of the following > agent_ooo (or your OOO tag)
- Status > Is > Open
- Assignee > Not changed
Actions
- Assignee > -
- Remove Tags > agent_ooo (or your OOO tag)
Remove OOO Tag Trigger
Trigger name: Out of Office: Remove OOO Tag Trigger
Description: Remove OOO tag if the ticket is reassigned to another agent.
Conditions (meet ALL)
- Tags > Contains at least one of the following > agent_ooo (or your OOO tag)
- Assignee > Changed
Actions
- Remove Tags > agent_ooo (or your OOO tag)