We would like to mark an agent in Deskpro as absent or it should be possible to enter a substitution for an agent who will then automatically be assigned all tickets of another agent or at least automatically receive e-mails.
Currently, triggers can be maintained, but this is too time-consuming if an agent falls ill or is on holiday. You have to maintain everything by hand.
Mark agent as absent / enter substitution for agent - Ötlettár / Feature Request - Deskpro Support
Jeroen van der Steen
I think this has been requested before but it is also important to us.