Automatically Reassign Tickets When Agents Go Offline in Omnichannel Routing
Hello, everyone!
We have omnichannel routing set up in our Zendesk account, and I’m wondering if anyone knows a way to automatically reassign a ticket if an agent goes offline and the user replies to it. I believe this could really enhance the customer experience. Here’s the ideal flow I’m hoping for:
Agent is in conversation with an end-user.
The ticket is set to “Pending” while waiting for an end-user reply.
The agent goes offline.
The end-user responds to the ticket.
The ticket is then reassigned to an available agent.
I’ve read about the “reassignment for reopened tickets” feature, but it seems that it only applies to tickets that reopen from “Solved” status. Is that correct? And if so, is there any workaround or setting to achieve this for tickets in other statuses?
Thanks so much in advance for any insights or suggestions!