Skip to content
← Ideas and Feedback

Have an idea for a new feature?

Ideas and Feedback: Roles and Permissions

Categories

(thinking…)

Technician Out of Office

It would be great for a tech to be able to set themselves as 'out of office' if they're away for any period of time. This way if a client updates a ticket assigned to that tech we can have an automation rule unassign the ticket so someone else can deal with it.

At present the only way to do this is either, have someone watching that tech's tickets, or unassign jobs before leaving for a holiday/sickness. The process is too manual.

28 votes

We're glad you're here

Please sign in to leave feedback
Signed in as (Sign out)
Close
Close

We’ll send you updates on this idea

Lyndon Smith shared this idea  ·   ·  Report…  ·  Admin →
How important is this to you?

We're glad you're here

Please sign in to leave feedback
Signed in as (Sign out)
Close
Close

We're glad you're here

Please sign in to leave feedback
Signed in as (Sign out)
Close
Close
Submitting...
An error occurred while saving the comment
  • Heidi Linda commented  ·   ·  Report

    We've had a few issues where customers have responded to tickets which are assigned to technicians who are unavailable, meaning that they have not been responded to as quickly as would be hoped. It is not always feasible for busy technicians to monitor others' tickets, and a technician might have a ticket which is not expected to have an update from the customer until after their return, but on which that customer has further questions/requests in the meantime.
    We wouldn't want those pending tickets to be clogging up the unassigned queue or another technician's queue and making it less manageable, but if those tickets are responded to and reopened, we want to know. It would be more useful for these tickets to go back into Unassigned than to be transferred to another technician, as it's difficult to know in advance who will have most capacity.
    I was therefore thinking that it would be really helpful to have the ability to set opening hours for the helpdesk and to set technicians as out of office, whether that's through scheduled hours because they're part-time or for specific dates/times because they're on leave or performing other tasks. If they are set to OoO during office hours and their ticket is responded to, it should go back into Unassigned. If a response is received outside office hours, the ticket should stay where it is, unless that technician will be OoO when office hours resume.
    Hopefully this makes sense. It seemed like a way to make it easier to keep on top of tickets for customers who are sometimes slow to respond, have more complex issues, or are at the whims of third parties, when an individual technician may not be available all the time, without having to manually reassign tickets all the time or expect busy people to look at multiple others' queues as well as their own and the unassigned.

  • David Bui commented  ·   ·  Report

    Make Technicians have the ability to set themselves as busy, away, unavailable. Sort of like teams, where you can set your Status....

  • Jeremy Stewart commented  ·   ·  Report

    I'd further add the ability to see all technicians statuses visible via the admin portal and/or user portal (for smaller teams).

  • Eduardo Rebolloso commented  ·   ·  Report

    Ability to set Technician status to away, vacation, or project so that they are not assigned tickets during this time.

  • Kristy Clarkson commented  ·   ·  Report

    Agreed. This would make tickets much easier to manage with so many staff away sick regularly.