Hello, 

We work in a very time sensitive industry and we have agents who work different shift times through out the day. An agent may be working on a ticket during their shift that may not be resolved before they leave for the day. the customer may respond and need assistance that day, but the agent has already left. 

the issue is many times the ticket is assigned to the agent that has left for the day, so unless other agents are frequently checking every agents ticket this customer may go unserved until the original agent returns the next day. Is there a way to have a ticket marked unassigned after an agent has left for their shift automatically? 

thanks!