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Urgent Zendesk ticket assigned to OOO agent alert

When a Zendesk ticket labelled ‘Urgent’ is assigned to an agent on leave, send an alert to the agent’s manager.

When this happens

Zendesk ticket assigned to employee on PTO

Then do this

Send a notification to an employee, manager, admin, department, or team

How to track support tickets assigned to employees on leave

With Rippling’s Workflow Automator, you can automatically trigger an alert to managers when an urgent Zendesk support ticket is assigned to an employee on leave.

What do you need?

Rippling HRIS

Rippling App Management

Zendesk

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Recipe overview

A support ticket may be marked as Urgent for a number of reasons—for example, it may involve a customer with a time-sensitive request, or an irate customer that is getting more frustrated by the minute. Whatever the reason, it’s important for support agents to ensure that the ticket is resolved as soon as possible.

Which means it’s not ideal if an Urgent ticket is accidentally assigned to an agent that is out on paid time off (PTO).

With this Recipe, you’ll be able to avoid these situations with ease. When a Zendesk ticket that is marked as Urgent is assigned to an agent on PTO, Rippling will automatically send a notification to the agent’s manager, alerting them to the situation so they can take steps to reassign the ticket as needed. 

Not on Zendesk? As with all our workflow Recipes, you can customize this template to your exact needs, including when it should trigger, what the actions should be, who it should go to, and more.

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Functions that use this recipe

About Rippling App Management

Manage group policies, grant or deny account access, and authenticate users to keep your company data secure. Stay a step ahead with role-based access control that automatically determines who should get access to which apps like Google Workspace, Slack, and Office 365.

About Rippling HRIS

Manage all your people operations from one powerful, intuitive system. From payroll to benefits, employee engagement to time tracking, Rippling's deep understanding of your employees and operations helps you automate away busy work. Finally, you can focus on the important stuff—your people.

About Zendesk

Zendesk offers CRM software for support, sales and customer engagement designed to create better customer relationships. From large enterprises to start-ups, Zendesk believes that powerful, innovative customer experience should be within reach for every company, no matter the size, industry or ambition.

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