How to handle Agents Leaving Company

[baggar11]

What do you guys do when you have agents that leave the company?

We ran into a scenario where an agent left, their status in OTRS was changed to invalid, and then one of their tickets was updated by a customer via email. Since no on else had assigned the queue the ticket was in to their "My Queues," no update notification went out to anyone and the ticket essentially went under the radar until the customer reached out to us by phone.

What would be a good way to mitigating that scenario in the future? Thanks!

[jojo]

Well, at least 2 people should be assigned (or responsible) to a queue. Also I see a lack of training as there are several ways (like dashboard, status view, escalations) to see this ticket.

If an agent leaves the company the locked tieckets should be reassigned as you would do also with paperwork