Going on vacation? Your agent availability setting allows you to take time off without worrying about the tickets being assigned to you while you're gone.
When you’re “Available,” your account functions in Groove like normal.
When you change your status to “Not Available:”
1) Anytime a response comes in on a ticket that’s been assigned to you, that ticket will become unassigned and go into your team’s main mailbox.
2) Any currently open tickets that are assigned to you will become unassigned, and other agents can pick them up.
Just don't forget to change your availability back once the vacation is over. :)