This workflow covers how support engineers can asynchronously handover tickets within Zendesk when they go on PTO. It is recommended to follow this workflow if 3 days or more of PTO is taken.
As part of the workflow, the support engineer going on leave will leave notes on currently Open/Pending/On-Hold tickets for the next engineer with a macro. This macro will unassign the ticket so that it goes back to the
Handover Needed view, CCs the support engineer onto the ticket, and adds the
ooo_handover tag onto the ticket.
Go to the My Assigned Tickets view in Zendesk. For each ticket you wish to handover in your view, do the following:
Feel free to also ask team members if they can pickup tickets in other forms of communication, such as Slack, but Zendesk should remain as the single source of truth for tickets that need attention from other team members.
If you are about to go on PTO and have unassigned your tickets, but want to track which tickets still need to be assigned, use the following search string in the Zendesk search bar to look for tickets you updated in the last 8 hours:
tags:ooo_handover cc:me updated>8hours assignee:none
If you want to find the tickets you handed over after coming back from PTO, start with this search:
tags:ooo_handover cc:me updated>2021-09-01. Replace
2021-09-01 with the date before you went on leave. This may not be 100% accurate as someone else may have handed over a ticket you happened to be CCed on, but it helps you to filter out most tickets.