Stop a Resource from getting some tickets but not others

There are times you want a resource to stop getting tickets in some situations while getting tickets in others, at the same time.

For example, let’s say you have a tech that is going on a two-day vacation. You do not want them getting any helpdesk tickets, but it’s okay if they get sales engineer tickets to be worked when they get back.

To do this, instead of the resource being marked unavailable at the resource-level, you would disable them at the Ticket Routing Rule level. Specific to this example, you would disable them in your HelpDesk Ticket Routing Rule while leaving them enabled for the Sales Engineering Ticket Routing Rule.

You can learn more about this here.