> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Reassign when Technician is unavailable

> Automatically reassign tickets when clients respond after the assigned technician's shift has ended

## 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.

<Info>
  Use as a Triggered workflow that activates when customers reply to tickets and the assigned technician is off-shift.
</Info>

## 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

## Setup

<Steps>
  <Step title="Create the workflow">
    Name it "Reassign After Hours Response" and set the type to Triggered.
  </Step>

  <Step title="Configure triggers">
    Set triggers for "Customer Replied" and any other relevant events like ticket updates or status changes.
  </Step>

  <Step title="Add filters">
    Use the "\[AI] Ticket Owner Available = False" filter to target tickets where the assigned technician is currently off-shift.
  </Step>

  <Step title="Add Dispatch Ticket action">
    Configure the dispatch action with all relevant technicians. Include any other extra setting like Consider Workload or Expertise, if applicable.
  </Step>

  <Step title="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.
    ```
  </Step>

  <Step title="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.
  </Step>

  <Step title="Document the outcome">
    Optionally, include "Add Ticket Note" to document the reassignment within the ticket.
  </Step>
</Steps>

## 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

## 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