A support ticket may be marked as Urgent for a number of reasons—for example, it may involve a customer with a time-sensitive request, or an irate customer that is getting more frustrated by the minute. Whatever the reason, it’s important for support agents to ensure that the ticket is resolved as soon as possible.

Which means it’s not ideal if an Urgent ticket is accidentally assigned to an agent that is out on paid time off (PTO).

With this Recipe, you’ll be able to avoid these situations with ease. When a Zendesk ticket that is marked as Urgent is assigned to an agent on PTO, Rippling will automatically send a notification to the agent’s manager so they can take steps to reassign the ticket as needed.

Not on Zendesk? As with all our workflow Recipes, you can customize this template to your exact needs, including when it should trigger, what the actions should be, who it should go to and more.