I browsed through the existing workflows available in HelpDesk, but did not see one that might work for this situation. Would it be possible to add to the list to get developed, or maybe there is an existing workflow I could use in this situation?
Here’s the situation - Agent permanently leaves the team but a visitor responds to a past ticket so it keeps that agent assigned. A workflow to re-assign the ticket to a different agent, based on the original agent would be helpful, to ensure no tickets go unanswered.
We have visitors who respond to our tickets sometimes weeks or months later, as they have further questions, so ensuring an active agent gets that ticket would be helpful.
Appreciate any input or suggestions!