Steve Preston

Ok cheers, interesting idea. As long as the agents dont realise that if they never log in they wont ever get any tickets

Our IT team covers 8amto 6pm in the office, we have an early shift (8am-4:30pm & 9:30am-6pm). The SLA we setup involves a "Response" within 1 hour, that response is technically just categorising the ticket. Then the length of resolution varies depending on severity of ticket. We have a small issue where an agent will finish work at 4:30pm, then receive tickets between 4:30pm and 6pm and miss the response target, similar issue in the morning. The only way we know to combat this at the moment is for each agent to remember to update their status to Out of Office as they leave, or other agents keep a look out and help categories other peoples tickets. Both of these work but rely on manual tasks. Is there a clever way to help automate this? can hornbill link to the "Shifts App" within Microsoft Teams? or Outlook etc