Hello,
We currently use Playlist app for automatic ticket assignment and would like to migrate to Zendesk OCR.
However, one sticking point is that in OCR, unlike Playlist, it is not possible to set schedules for each agent in which they can receive tickets.
The idea is to prevent agents from receiving tickets 30 minutes before the end of their workday even if they are still online, to avoid errors caused by forgetting to change the status, and to give them 30 minutes to finish processing the tickets they have in their queue.
I would like to suggest this product enhancement and see if there are other workarounds, such as sending notifications to agents on Zendesk at a specific time (30 minutes before the end of their shift) to remind them to go offline.
Thank you very much.
Feedback submitted
Setting assignment schedules for agents shifts on OCR
- Product Manager
Hi Jared! Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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