---
title: Handling Zendesk Tickets When an Agent Goes on Vacation
description: None
image: https://blog.screensteps.com/hs-fs/hub/120141/file-307557006.png
---

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<https://blog.screensteps.com/author/greg-devore> ![Greg DeVore](https://blog.screensteps.com/hubfs/2025/Employee%20Headshots/Greg-DeVore-ScreenSteps.png "Greg DeVore")

 By: [Greg DeVore](https://blog.screensteps.com/author/greg-devore) on October 22nd, 2010

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# Handling Zendesk Tickets When an Agent Goes on Vacation

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This week, Trevor left on vacation and won't have much access to email. But he has support tickets that have been assigned to him in Zendesk. If a customer responds to a pending ticket, we didn't want them to have to wait for Trevor to get back for us to reply to them.

 

But Zendesk doesn't have a way to "send an agent on vacation." So this is what we came up with. 

### Create a New Trigger

![](https://blog.screensteps.com/hs-fs/hub/120141/file-307557006.png?width=442&height=417&name=file-307557006.png)

 We set up a new trigger in Zendesk.

![](https://blog.screensteps.com/hs-fs/hub/120141/file-309144930.png?width=373&height=292&name=file-309144930.png)

### Use These Search Settings

![](https://blog.screensteps.com/hs-fs/hub/120141/file-309137755.png?width=560&height=354&name=file-309137755.png)

 We are going to set the trigger to process any ticket that is assigned to Trevor and that is updated. When a user replies to a ticket that was assigned to Trevor this trigger will be activated.

### Configure Actions

![](https://blog.screensteps.com/hs-fs/hub/120141/file-308233057.png?width=560&height=427&name=file-308233057.png)

 In the actions we are going to:

1. Assign the ticket to me.  
2. Send an email to Trevor so that when he gets back he can quickly see what tickets were taken over by me.

Just hit **Update trigger** and we are done. Now I just need to remember to turn this off when he gets back.

<https://blog.screensteps.com/author/greg-devore>

### About Greg DeVore

CEO of ScreenSteps

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