I'm looking for a best practice. I have an agent who is going on vacation. What should we do if a customer replies to one of their tickets? I rather not re-assign all the tickets to another agent.
Any help would be most appreciated.
Agree with others on reassigning and I would even consider leveraging automation to reassign at departure and the assign back to the original agent upon return. Of course there are exceptions to consider so what is best depends on your situation and customer relationship as Nic indicates.
I think it depends on the relationship with the customer.
If you have set the customer expectation is that responses will be dealt with quickly, then, yes, consider assigning it to another agent so that the issue doesn't languish and the customer doesn't get let down. In fact, the ideal thing to do is to adjust the issue in a way that makes it jump to the front of the queue, so it's the next thing your agents will look at when they finish their current task.
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