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 who 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 who is out on leave.

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 who is on leave, Rippling will send a notification to the agent’s manager automatically, so they can take steps to reassign the ticket as needed.

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