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Overview

Ensure continuous client support by automatically reassigning tickets when clients respond outside of the current technician’s working hours. Perfect for MSPs with multiple shift schedules who need seamless handoffs.
Use as a Triggered workflow that activates when customers reply to tickets and the assigned technician is off-shift.

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How it works

  • Monitors for customer replies on tickets
  • Checks if the current technician is within their working hours
  • Automatically reassigns to an available technician from the appropriate shift
  • Maintains conversation continuity across shift changes

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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.
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:
Only reassign this ticket if the currently assigned technician is outside their working hours. 
Find and assign to a technician who is currently within their working shift schedule. 
Prioritize technicians with relevant skills for this type of issue.
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.

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Best practices

  • Define clear shift schedules: Ensure all technician schedules are properly configured in your system
  • Use skill-based routing: Consider technician expertise when reassigning, not just availability
  • Document handoffs: Add a note explaining why the reassignment occurred
  • Test across shifts: Verify the workflow works correctly during all shift transitions

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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