Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. I am using Omnichannel Routing to reassign tickets to a group when a user is in a custom Out of Office status. Currently, when Omnichannel Routing handles a ticket reassignment, the ticket events log simply lists the actor as "System" with no reference to Omnichannel Routing. This issue primarily affects Admins and Team Leads who are trying to audit ticket routing and troubleshoot assignment workflows.
What problem do you see this solving? This would solve the lack of visibility and traceability in ticket routing. Right now, it is incredibly tough to research and explain to agents how or why a ticket was reassigned when the only footprint in the ticket events is a generic "System" update.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? I am affected by this on a weekly basis when agents ask why a ticket was removed from their queue or assigned to someone else. When checking the ticket events to investigate, there is no explicit mention of Omnichannel Routing. This impacts our business because it forces Admins to spend excess time jumping between ticket events and analytics dashboards just to confirm that Omnichannel Routing was actually the engine that reassigned the ticket due to an Out of Office status.
Are you currently using a workaround to solve this problem? (If yes, please explain) Yes, but it is manual and time-consuming. I have to find the exact timestamp of the generic "System" assignment event in the ticket, and then navigate away to the Zendesk Agent State detail dashboard. From there, I review the agent's state for that specific day and time to determine if they were in an Out of Office status. If they were, I can finally conclude that Omnichannel Routing drove the reassignment.
What would be your ideal solution to this problem? How would it work or function? My ideal solution would be for the ticket events log to explicitly name "Omnichannel Routing" as the source of the assignment action, rather than just saying it was done by "System". Alternatively, adding a detailed event note explaining that the reassignment was triggered by an agent's specific capacity or Out of Office status would give us the full context we need right inside the ticket.