Use as a Triggered workflow that activates when clients reply to tickets and the assigned technician is off-shift.
How it works
- Monitors for client replies on tickets
- Checks if the current technician is within their working hours
- Automatically reassigns to an available technician from the appropriate shift
Setup
1
Create the workflow
Name it “Reassign After Hours Response” and set the type to Triggered.
2
Configure triggers
Set triggers for “Customer Replied” and any other relevant events like ticket updates or status changes.
3
Add filters
Use the “[AI] Ticket Owner Available = False” filter to target tickets where the assigned technician is currently off-shift.The filter reads each technician’s PSA working hours together with their schedule entries, appointments and time off. A technician whose schedule data is missing or not synced counts as unavailable, so the ticket gets reassigned. Confirm that every technician has working hours and a shift schedule in your PSA before you switch this on.
4
Add Dispatch Ticket action
Configure the dispatch action with all relevant technicians. Include any other extra setting like Consider Workload or Expertise, if applicable.
5
Configure custom instructions
Add instructions to reinforce that Neo should only reassign when the current technician is outside working hours and assign to someone within their working hours.Example custom instruction:
6
Assign ticket to technician
Add the “Assign ticket to technician” action to allow Neo to update the ticket’s assigned technician in your PSA. Optionally, you can notify the new assigned technician by email.
7
Document the outcome
Optionally, include “Add Ticket Note” to document the reassignment within the ticket.
Common use cases
- 24/7 support operations with day, evening, and night shifts
- Follow-the-sun support across different time zones
- Weekend coverage with rotating on-call schedules
- Holiday coverage when regular technicians are unavailable