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We assure you that this change will not impact your product experience, and no action is required on your part.
Agent Shifts lets you easily manage a support team that works round the clock. An agent’s availability is automatically changed depending on their shift hours. You can be assured that customers get quick responses, no matter when they write to you.
- Admins can use the access permission called ‘Operational Admin’ under the Admin roles and responsibilities to grant agents the permission to manage their own shifts.
Imagine that an agent in the morning shift is assigned a ticket. Their shift ends soon after they reply to the customer. If the customer gets back when the agent isn't available, you can choose to have re-routed, re-assigned, or have the customer notified to expect a delay in response.
You can get this done by using Rules that run on ticket updates. When customers respond to tickets, the automations check whether the agent is available to respond.