While providing support to customers who are spread over different time zones, managing and updating the agent's schedule would be quite difficult. With Freshdesk's agent shifts, we get to maintain and update schedules of the support teams in one place, and build workflows to ensure that no customer goes unanswered. At the start of each shift, all the agents who belong to the shift get their availabilities switched on, and at the end of each shift, their availabilities switched off.
Every agent in Freshdesk also gets to mark their out of office schedules, and the admins get to setup automation rules that checks for agents who are out of office, and allows them to perform actions based on this. Also, this feature can be used only when you use automatic ticket assignment to manage tickets and groups.