Re-assigning Kayako emails

Please note that when the Business Support Team reassign a Kayako to you when someone is off (AL or Lieu day) then you must reply to the customer’s query. Our service level agreement is to respond to all emails on the same day we receive them. You must not: Reassign the Kayako ticket back to the person who is off as we then miss our service level agreement (all emails responded to on the same day). Send a holding response saying the customer will respond to them when they are back. This is unfair on the customer and the person who is off. Close the ticket. The ticket will then be lost. It is only acceptable to send a holding response if you categorically cannot figure out what the Kayako is about – I would expect this to be very minimal. Things like digital switchovers, simple FAQ’s, changes to the account, updates etc. are all things that can be responded to.