Hello Community and Support,

In our ticket workflow, we often send replies to customers and some time may pass before the customer replies back. We run a 24/7 operation, so our agents work on different shifts (some during the week, some on the weekend.) 

I would like for there to be some type of workflow or supervise function that could know which of my agents are online and if the ticket is currently assigned to someone who is not working, then assign the ticket to someone who is working.

Can I get this type of functionality with the current "business hours" feature in Zoho Desk?