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When preparing for vacation or extended leave, it is important to ensure that no tickets remain assigned to you. Tickets left assigned to an unavailable agent may be neglected, leading to delayed responses and a poor customer experience.

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The Importance of Unassigning Tickets

Tickets in Typewise are routed to specific agents or teams. When a ticket is assigned to you, it sits in your personal “My tickets” inbox. If you go on leave without unassigning these tickets:
  • Notifications are missed: You won’t be there to see updates or new messages from the customer.
  • Team visibility is reduced: While team leads can see all tickets, your teammates might assume you are handling them and not intervene.
  • SLAs may be breached: Delays in response times can occur if tickets are “stuck” with an absent agent.

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How to unassign all your unresolved tickets

Before you log off for your leave, please review your inbox and unassign any unresolved tickets.
1

Navigate to the all tickets view

From the main navigation, select All tickets.
2

Filter to show unresolved tickets assigned to you

  • Add the Assignee filter and select your name.
  • Add the Resolution status filter and set it to In progress.
You should now see all unresolved tickets currently assigned to you.
3

Select all your tickets

  1. Hover over the Ticket # column header and click the checkbox to select all tickets on the current page.
  2. If your tickets span multiple pages, go to each page and repeat this step until all tickets are selected.
The header checkbox only selects tickets on the current page.
4

Select the bulk unassign action

  1. Click Actions.
  2. Select Unassign tickets.
  3. Confirm the action if prompted.
Once unassigned, the tickets will move from My tickets to the Unassigned tickets queue (or the general team queue), where other agents can pick them up.

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Pre-Leave Checklist

Use this quick checklist to ensure a smooth handover before your vacation:
  • Check “My tickets”: Go through your personal inbox to identify all open tickets.
  • Unassign active tickets: Follow the steps above to release ownership of tickets you cannot close before your departure.
  • Notify your team: Let your team lead or colleagues know that you have unassigned your tickets so they can monitor the unassigned queue.