Reassign Zendesk tickets from out-of-office agent
Automatically reassign open Zendesk tickets from an out-of-office agent from a Slack request with Stepwork, so coverage starts in minutes.
- Use case
- Customer support operationsOps
- Best for
- Customer Support Manager, Support Operations Manager
- Applications used
Zendesk
Slack
- Business outcome
- Customer experience
The problem
Someone calls out. Their tickets sit.
When an agent is sick or unexpectedly out, open tickets stay on their name. Team leads shuffle them by hand while customers wait a day for replies.
Coverage depends on who notices first. SLA clocks keep running on a queue nobody is watching that morning.
The outcome
Coverage in minutes, not a day later
Stepwork moves the listed agent’s open tickets to covering agents or the team queue for the absence. The handoff is logged without a manual shuffle. If they are leaving for good, use Offboard Zendesk agent and reassign open tickets.
- Open tickets for that agent are found.
- Tickets move to covering agents or the team queue.
- If the agent cannot be found, the run stops.
The process
From Slack request to covered Zendesk tickets
A lead posts the out-of-office agent and cover target in Slack. Stepwork moves open tickets for the absence.
- Step 1
Request it in Slack
A teammate posts the out-of-office agent’s email and the covering agents or team queue. That message starts the flow, and Stepwork records who asked and when.
- Step 2
Find open tickets
Stepwork signs in to Zendesk and lists open tickets assigned to that agent. If the agent cannot be found, the run stops.
- Step 3
Reassign for coverage
Stepwork moves the tickets to the covering agents or team queue named in the request.
- Step 4
Confirm and reply in Slack
Stepwork checks that the tickets moved, then posts the count and cover target back in Slack.
Why Stepwork
OOO coverage stays on the path you recorded
A deterministic agent runs the coverage path you recorded. Customers do not wait a day while leads shuffle tickets by hand.
Similar use cases
Similar use cases
- Offboard Zendesk agent and reassign open ticketsDowngrades or deactivates the departing agent in Zendesk and reassigns their open tickets to the designated agent or group.
- Add Zendesk agent with role and groupsCreates the agent in Zendesk with the correct role, group memberships, and default views for their team.
Reassign open Asana tasks from departed employeeFinds the departing employee's open tasks across projects and reassigns them to the successor or project leads.
FAQ