The module enhances helpdesk performance by enabling management and visibility of agent availability. By integrating availability schedules with ticket assignment logic, this solution helps ensure that support tickets are routed only to available staff members. It streamlines workforce allocation, reduces assignment errors, and supports balanced workload distribution in helpdesk workflows.
Configure employee availability schedules directly in the helpdesk interface
Automatically exclude unavailable employees such as those on time off from assignment rules
Prioritize ticket assignment based on real-time availability to balance workload
Integrates seamlessly with helpdesk teams and automatic assignment mechanisms
Enhances operational accuracy by preventing ticket routing to unavailable agents
Ensures helpdesk tickets are assigned only to available employees, reducing delays
Improves workload distribution and avoids agent overloading
Enhances support quality by managing availability-driven routing logic
Saves time by automating availability checks during ticket assignment
Boosts operational clarity by making availability transparent to helpdesk managers
Helpdesk Support Tickets Employee Availability Feature
Helpdesk Employee Availability Analysis App
This app allows the support team to check employee(s) availability. This app gives you an analysis where you can see employees and its work in progress ticket so the team can see workload for that employee.
Main Features:
- Analysis view for checking employees / support users / technician availability.
- App is only compatible with the community edition.
- For more details please see below screenshots and watch the video.
Employee Availability Analysis Pivot
Employee Availability Bar Chart
Employee Availability Pie Chart
