Agent Availability
Learn how agents can set their availability status to better handle replies when they are out of the office or unavailable.
What is Agent Availability?
When agents are on vacation, out of the office, or unavailable for an extended period, they can set their status to unavailable to avoid ticket assignments in their absence. Below are instructions for admins to manage the availability status of team members and for individual agents to set their own status.
How Ticket Assignment Changes for Unavailable Agents
When an agent's status is set to unavailable, they will no longer be automatically assigned to a ticket via Round Robin or any other assignment workflow. Additionally, if a customer replies to a ticket assigned to an unavailable agent, the system will un-assign that agent automatically. Finally, you an optionally mute all notifications when you are unavailable.
Unavailable agents:
In the assignment dropdown, appear grey and italic (but they can still be manually assigned).
Are skipped in any Round Robin assignment Workflows.
Are ignored in any Workflows that automatically assign the agent.
Are un-assigned if they are assigned to a ticket and a customer replies.
Optionally, all notifications for the unavailablie agent are silenced.
Controlling Agent Availability Status
Individual agents can control their status on the Keeping dashboard. Alternatively, they can set their status in Gmail by opening the Keeping sidebar when on a list view in Gmail.
Or, from the dashboard in the Keeping app.
Admins may control any agent's availability status from the Agents section in the Keeping app. Click on the agent's status indicator to change their availability.
Muting Notifications while Unavailable
Go to your "Keeping Preferences" to enable or disable notifications when you are unavailable.
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