The Out of Office feature only adds tags to tickets. In order to automatically unassign tickets, you'll need to create triggers based on your out of office tag. Below are some sample triggers to help you get started.
1. 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)
2. Unassign Reopened Ticket Trigger
Please note that the "Advanced tagging" option must be enabled in order to use this trigger.
Trigger name: Out of Office: Unassign Reopened Ticket Trigger
Description: Unassign reopened tickets when the assignee is unavailable so that they can be re-assigned to an available agent.
Conditions (meet ALL)
- Assignee > Is not > (current user)
- Tags > Contains at least one of the following > agent_ooo (or your OOO tag)
- Status > Is > Open
Conditions (meet ANY)
- Status > Changed from > Solved
- Status > Changed from > Pending
Actions
- Assignee > -
- Remove Tags > agent_ooo (or your OOO tag)
3. 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)