Scheduling

Scheduling defines shifts and time off so agent availability and ticket auto-assignment can run without constant manual status changes. Use it for teams with working hours, regional coverage, or planned absence.

• Create shifts with working days, hours, and timezone.
• Assign agents to a shift or choose no shift for manual mode.
• Add time off with a date range and optional reason.
• Use status indicators to understand who is on shift, off shift, away, busy, or paused.

1. Open Help Desk settings.
2. Open Scheduling.
3. Choose Add shift from the Shifts card.
4. Name the shift so admins can recognize it later.
5. Choose the timezone used to evaluate working hours.
6. Enable each working day and set start and end times.
7. Save the shift and confirm it appears in the shift list.

The Agent schedules area should list help desk agents with the shift assigned to each person. Use it to decide who follows a schedule and who stays in manual availability mode.

• Pick a shift name to make the agent scheduled.
• Pick No shift or manual mode when the agent should control status manually.
• Review the scheduled count so you know how many agents are covered by shifts.
• Check ticket assignment after shift changes so auto-assignment still has eligible agents.

1. Open the Time off card.
2. Choose Add time off.
3. Select one or more scheduled agents.
4. Pick the date range.
5. Add a short reason if useful for admins.
6. Save and confirm the selected agents show unavailable during that date range.

• Overnight shifts continue into the next day when the end time is the same as or earlier than the start time.
• Deleting a shift moves assigned agents back to manual mode and resets them to Away.
• New agents start Away until you assign a shift or change status manually.
• Manual agents should be marked unavailable directly instead of using time off.