kishore matte
A team member goes on leave.
The individual providing cover periodically accesses that person's work queue and reassigns all tickets to their own queue.
They then review the tickets in their own queue.
Urgent matters are dealt with immediately, whilst non-urgent matters are placed into a wait status until the original team member returns.
There are three key issues with this approach:
The covering individual must continually access the absent team member’s queue and reassign tickets, which is both time-consuming and inefficient.
Where tickets are placed into a wait status, they return to the covering individual when the wait period expires, rather than returning to the original owner once they are back from leave.
Tickets belonging to the absent team member become mixed in with those of the covering individual, making it difficult to distinguish between their own workload and the work they are covering.
From our perspective, the ideal solution would be to allow team members (or even just the team leaders) to work directly from one another’s queues during periods of absence. This would remove the need to continually reassign tickets and would ensure that any tickets placed into a wait status automatically return to their rightful owner when reactivated.
Implementing this functionality would significantly improve the holiday cover process for our team, reduce administrative effort, and make Enate much more practical for managing planned absences.