> ## Documentation Index
> Fetch the complete documentation index at: https://docs.typewise.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Vacation & Leave

> Best practices for managing your tickets before going on leave

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.

## 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.

## How to unassign all your unresolved tickets

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

<Steps>
  <Step title="Navigate to the all tickets view">
    From the main navigation, select **All tickets**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.

    <Tip>
      The header checkbox only selects tickets on the current page.
    </Tip>
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Tip>
  For Email and WhatsApp, admins can enable [**Automatically unassign ticket on
  human agent reply**](/documentation/behavior/email#automation) in the channel
  Automation settings. Tickets then unassign themselves after each agent reply,
  reducing the manual cleanup needed before going on leave.
</Tip>

## 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.

## See also

* [Inbox](/documentation/tickets/inbox): Understanding the Inbox and its
  sections
* [All tickets](/documentation/tickets/all-tickets): Browse current and
  historical tickets
* [Email Configuration](/documentation/behavior/email): Enable automatic
  unassignment after Human Agent replies
* [Team Management](/documentation/settings/team-management): Organize users
  into teams