In the agent user profile you can select the replacement when you are out of office (#profile/out_of_office). It would be nice to have a multiple user selection to have multiple fallback users.
E.g. If important users of your system go into vacation, it is very handy to have more people watch the tickets of this user.
(Ticket#10154250)
Or a group… or better a role!
I don’t find this useful because the normal agents are not allowed to select a role. But the main problem with the absence assistant in Zammad is that it’s not client-capable, and if someone is incapacitated, his colleagues or team leaders can’t enter an absence for him. The agent in question is not even there to register in the absence assistant, it won’t help if you can select several substitutes or just one.
I do understand but usually you have either one person taking over for one or you have a team of people taking care. The latter is not possible in zammad.