One of our Agents is not longer working for us and his position will not be filled until further notice. How can that agent's tickets to be reassigned to a different agent automatically so they're not ignored?
Please note: The agent who holds our zendesk owner status is out for a couple of weeks so I may not have access to make this change and/or have knowledge how to begin to make the change.
Without the keys to the admin section, you're going to struggle here unfortunately.
If admin access (and therefore, automation) is not possible then your next best step is to create a view that shows all the tickets assigned to the former employee.
Once you have all the tickets in a view, you can select all the tickets (max 30 per page) and click 'edit'. Now you're can bulk-edit 30 tickets, you can reassign them back to the group to be picked up, or assign them to a specific agent.
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You can reassign tickets from out-of-the-office agents through the use of the Out of Office app. This integration creates triggers in your system to automatically reassign tickets from OOO agents into the parent group. This way other agents may pick those tickets up. For more information, see the article: Installing and using the Out of Office v2 app.
If you do not have the app, you'd have to reassign those tickets manually by going to the agent's profile. You may refer to this article for instructions on how you can achieve that.
Lastly, since your agent is no longer working for your company, you may want to check this article for Best practices for removing agents to make sure that the agent's account will be available for use however, only the account owner and admin can perform those actions.