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frappe / helpdesk

Modern, Streamlined, Free and Open Source Customer Service Software
https://frappe.io/helpdesk
GNU Affero General Public License v3.0
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Shift based assignment rule for Agents #1528

Open michellealva opened 10 months ago

michellealva commented 10 months ago

Can define shift timings for agents and based on that, assign tickets to agents. So no need to create multiple assignment rules. A single assignment rule checks the shift of the agent and assigns tickets.

Additionally, add assignment status which can be controlled by agents. For example, if the agent is AFK for an hour, and doesn't want tickets to be assigned to them, then they can mark their status as AFK, and tickets aren't assigned to them in that duration without editing the assignment rule.

Aakash-1499 commented 4 weeks ago

Hey Team , Any update on this

I have a requirement such that if an agent is on leave , then assignment rule doesn't assign that ticket to the agent who is on leave .