It would be nice if the Help Desk had logic built in to recognize when an Agent is out of the office, on vacation for example, and change the auto-assign behavior if that Agent was the default Agent for specific tickets.
All Agents get a text message when a user creates an urgent ticket in our current help desk system. This is because we're a small team and sometimes there's no one watching the system to assign incoming tickets. We need this to function in the Help...
The tickets are assigned according to your settings under Ticket Content. You create ticket types. If you leave the Default Agent as "None selected" then the ticket is unassigned until someone assigns it. Or you can assign a ticket type to default...
