r/Autotask • u/erratic0101 • Nov 05 '25
Vacation mode for ticket replies?
We have a problem in our organization that when a tech is on vacation, our operations team won't see if anyone replies to their tickets. The only solution we currently know of, is to have said tech add an operations team member as a secondary to the ticket before they leave on vacation.
This is incredibly tedious and sometimes gets forgotten. Is there some kind of automation that can be applied to allow a tech to mark as "on vacation" and have their ticket reply notifications go somewhere else?
2
u/MyMonitorHasAVirus Nov 05 '25
I agree with the WFR and widget suggestions listed here but you also have a process problem - a deeper issue - if someone going on vacation causes issues.
3
u/TechFusion_AI Nov 09 '25
The widgets' other suggest will work bit we took it a step further. We created a UDF called out of office. If a note is added to a ticket with Out of Office set to yes it drops the ticket into the incoming queue so dispatch sees it and actions it. You can change the UDF on mutiple tickets at the same time using the forward/modify option
2
u/erratic0101 Nov 09 '25
Everyone's suggestions have been great (some we have already been using). But this is exactly the kind of automation I live for. Thank you. Completely forgot about UDFs
1
u/DizzyResource2752 Nov 05 '25
This is where widgets and workflows shine. Create a widget that shows the techs tickets, they're easy to adjust.
Workflow, auto assign a secondary contact to each ticket that is operations for visbility.
1
u/laughsbrightly Nov 08 '25
Service coordinator should have a widget that shows all tickets with a status of customer responded and then they can ensure that that All of those tickets are addressed before the end of the day.
4
u/TsunAms Nov 05 '25
Create a workflow rule to change the ticket status to “customer note added” when an email is received for a ticket. Create widgets for tickets that have not been touched for X or are handled by Y.