Set agent OOO status and tag open tickets

Your calendar events set agents to out-of-office and leave open tickets assigned to unavailable staff. The workflow marks agents and tags tickets so reassignments occur before SLA breaches.

Overview

When agents go out of office without system updates, tickets linger with unavailable assignees and SLAs can slip. This flow marks the agent OOO, tags open tickets for reassignment, updates routing, and alerts the team so support leads keep coverage and avoid SLA breaches within minutes.