This workflow covers how support engineers can asynchronously manage and summarize on-going assigned tickets within Zendesk before they go on PTO. It is recommended to follow this workflow if 3 days or more of PTO are planned.
As part of the workflow, the support engineer going on leave will leave notes on currently Open, Pending and On-Hold tickets for their group with a macro. This macro will provide a summary of the ticket, add the support engineer to the ticket's CC list (in case someone else in the SGG group takes over assignment of the ticket), and adds the
ooo_summary tag to the ticket.
Go to the My Assigned Tickets view in Zendesk. For each ticket you wish to summarize for your group because you anticipate on-going work will be required, do the following:
Feel free to also ask group 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 group members.
After coming back from PTO, if you want to find the tickets that others picked
up from you, start with this search in Zendesk:
tags:ooo_summary cc:me updated>2021-09-01. Replace
2021-09-01 with the date
of the last day you worked before going on leave. This may not be 100% accurate
as someone else may have run the
OOO Ticket Summary macro on a ticket on which
you happened to be CCed, but it will help you to filter out most tickets.