You can restrict automatic assignment to specific hours by applying schedules to agents and/or queues. By keeping agents "Online", this effectively enables you to route tickets to agents during their working hours.
If an agent is out sick or on vacation, supervisors can change their status to "Away" to prevent tickets from being assigned to them while they're out.
Supported plans: Zendesk Professional and Enterprise
Note: Routing app uses Schedules in Zendesk. To create multiple schedules, you'll need to be on Zendesk Enterprise.
Agent Schedules
On the agent's user profile, select a schedule to control when tickets should be auto assigned to them. Leave blank if the agent should be able to receive tickets at any time.
Queue Schedules
While on a queue, select a schedule to control its hours for auto assignment. Leave blank if queue members should be able to receive tickets from the queue at any time.
Limitations
- The schedules feature does not sync holidays from Zendesk, so holidays are not supported. You will have to make sure agents are offline during holidays.
- The agent's status is not updated. Tickets are only assigned to the agent if they are online and the hour is within their assigned schedule. This also means Out of Office will not trigger.