I know under https://dashboard.sendbird.com/YOUR_KEY/desk/settings/automation, you can set " Automated ticket routing" and “Manual ticket assignment and transfer” but that’s not my use case.
I want tickets to automatically reassign from one Agent to another if the ticket has been Idle for X hours. If that’s not possible, auto-reassign tickets between Agents when the one it’s assigned to logs off might work. Or is there any other smart logic for auto-transferring tickets?
I can’t find this setting anywhere in the UI or any discussion about it in the docs. Is it possible but just not configurable or did I miss it somewhere?