Hi,
We are a team of ~5, and are working on daily basis. However, not everybody in the team works 9-5 Monday-Friday type of job. There are some working part-time, some who doesn't work Thursdays, etc. You get the point!
Now, we do not have any "Auto-assign" ticket rules, or anything. So the ticket which comes in sat in "Unassigned", until one of us assigns it to itself.
We are looking for a way to reassign / notify someone else, when a person is Out Of Office.
Scenario:
The person who is not working on Thursdays, has 10 tickets assigned to him/her. He leaves on Wednesday evening, and all tickets are in "Waiting for Customer" state. On Thursday, when the person is off, people start to replying to the ticket, however none of the other 3-4 colleagues can see it or are notified, because it is assigned to that person. Furthermore, people who reply to the ticket don't get any "Out of office" notification, so they expect that he is still working but is just ignoring them.
Is there a way or a plugin, which could help us to resolve this? We would need to setup our working hours, or even if it is manually enabling / disabling out of office message, and then selecting who will be notified in case of a new message. Anything really would help?
Note: There are loads of tickets, hence the reason why other's can't see any updates.
