HubSpot Ideas

MRadunović

Unassign re-opened conversations when agent is offline/Out of the Office

It would be a great feature to be able to set agents as "offline" or "Out Of the Office" and have their tickets/conversations unassign when customers re-open them. 
That way any available agent will be able to see those emails in the conversations view and pick them up instead of manually setting filters to "Agent name" and "Open". 

 

It is very cumbersome to always keep an eye on missing agent's tickets/emails and check few times a day manually. It would be much more easy if those emails would fall in the shared (unassigned) inbox instead.

4 Replies
MRadunović
Member

This is specifically important when agents are using vacation days, maternity/paternity leave or any type of leave longer than a few days. 

KAnsell
Member

This would be a very helpful feature to have!

netaffinitymaja
Contributor

It would be great to have that option, so if agent is not in when client responds to conversation/ticket, it can be visible to all other agents to look after. Also, some tickets that are reopen by clients replying to closed tickets are not in relation to the original query, so it makes more sense to treat them as new conversation/new ticket. Zendesk has that option in their settings - you can solve the ticket and set the tim eframe for closing solved ticket. If client replies to the solved ticket, th econversation and ticket remain as they were, but once the ticket is closed and client replies to it, it will re-open new ticket with the old conversation thread attached for reference. 

drafeedie
Contributor

I agree - however would take the functionality far behind just Out of Office or offline. I think workflows (similar to SLA's) need to be available for a variety of situations. SLA's only apply to first reply and closing tickets, but not subsequent replies. 

 

Ie. if a ticket is in "waiting on us" status and the last activity has been over XXX (business) hours ago, then unassign the conversation. This allows us to ensure all messages are getting replies ASAP. Of course, you have the ability to reassign to the same person if that's the best course of action.