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Out of Office app - official feature request thread



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Tiffany Green

Zendesk Employee

Gepostet 13. März 2020

This is the official feedback topic for Out of Office. Please refer to the guidelines on feedback posts for Built by Zendesk apps (https://support.zendesk.com/hc/en-us/community/posts/360040001354-Feedback-on-Built-by-Zendesk-Apps-General-Guidelines) before posting here. We’ll try our best to check this and respond to your queries. Thank you for taking a moment to submit your feedback!

If you see a suggestion for a feature below that you would also find useful, please feel free to upvote it so that we can focus on features that would help the most users!

If you're looking for information on setup or use, please see the instruction article here: https://support.zendesk.com/hc/en-us/articles/204076066-Installing-and-using-the-Out-of-Office-v2-app


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51 Kommentare

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Sydney Neubauer

Zendesk Luminary

Goal: We want to have an autoresponder sent out when a ticket is createdor updated stating the Assigned Agent is out of office

Problem:

  1. Autoresponder can only be sent to requester due to ZD limitations https://support.zendesk.com/hc/en-us/articles/4408843347866-Understanding-suppression-of-CCs-email-notifications#:~:text=The%20Email%20user%20%2B%20(requester%20and%20CCs)%20action%20is%20also%20suppressed
  2. You cannot action on the Assignee user fields upon creation. The fields/tags that are applied upon creation are based on End-user selections

Feedback:

  1. We need to be able to let the CC or requester know that the Agent is out of office if either of them update the ticket.
  2. We need to be able to send a notification out upon creation to state that they are out of office

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Sydney! Thank you for the detailed info, super helpful! I definitely understand the problem statements you provided above, please send us a ticket so we can understand your workflow better and maybe find recommendations or workarounds? Thank you Sydney!

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+1 on the ability for roles other than Admins to override an Agent's OOO status. 
+1 on looking into unavailable functionality as we have experienced our agents receiving tickets in their personal queue while being unavailable 

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I know this is the feature request thread but I am not sure where else to post. I don't need new features I need the basic functionality of the app to work consistently.

Since we've installed the app I have not had a single day where the app has done what it needs to. We are constantly having to manually add and remove the agent_ooo tag from tickets because the agent tags are not consistently translating from the agent to their tickets. I've talked to support and moved the app triggers to the top of our order. The issue fundamentally keeps coming down to the fact that even when the agent tag is added or removed, their corresponding tickets are not consistently updated. Sometimes it's all of them, sometimes it's none, and sometimes it's some. We are not doing high volume so I doubt this is a rate limiting issue or anything like that. 

WIth no other reasonably usable method to manage agent availability inherent to the platform the inconsistency in the performance of this app is infuriating. All of the articles and reviews related to this app are filled with a similar experience to mine I know I am not alone in these issues.

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Our Playlist Routing App has a similar Out of Office feature. While I don't know exactly how Zendesk's app is implemented, I can say that there are API limitations preventing us from designing a scalable and robust solution. We get a lot of clients reporting inconsistencies too. 

Our biggest challenge is with bulk updates. They are delayed and not guaranteed. We'd have to poll job statuses for UpdateConflict errors and retry failed updates. Polling counts against your rate limits, and it's slow. By the time the app retries, it's possible for an agent to be back online already. Polling and retrying is inefficient, defeating the purpose of bulk updating to minimize API requests, so our solution doesn't even bother retrying. Ideally, there is a synchronous bulk update option that we can use to guarantees an update every time. 

Another fundamental issue is that there isn't an API to query for specific tickets using fresh data. Search API is not reliable due to the time required (1 - 5 minutes) to index records for search. We don't have an efficient way to get a full list of the agent's non-closed tickets at scale.

Once these API limitations are addressed, we could make dramatic improvements to our version of Out of Office.

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@Binh Du did you ever figure out how to include open tickets

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Hi Zendesk Team,

While browsing through the Out of Office App functionality, I noticed that the app doesn't syncs with Google Calendar.

For example, if an agent has marked themselves OOO on Google Calendar, the Zendesk OOO still shows him as available until he manually toggles the OOO app to unavailable.

Just wanted to confirm - are there any plans on the roadmap to integrate the two to ensure that the Zendesk OOO app automatically updates if an agent is booked on vacation / OOO on Google Calendar?

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Hello Zendesk,

Are you planning to make the Out of Office application usable by non-Admin users?

Currently, only Administrators can set agents to Unavailable, which is a serious security issue as we have to provide an Admin role to people who should not.

Thank you.

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Hello all, A quick question about the tags





Am I able to add a second tag to this field so I can automate internal comments? Or is that limited to just one?

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We would like to have the ability to have other non-admin custom roles to also have the ability to set agents as Out of Office in case agents forget to do so. This is invaluable for our operations, would reduce potential human error and would offer a much needed flexibility for our leads. 

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Kolten Kittleson

Zendesk Product Manager

Hello folks,

Thank you for the active posts regarding the Out of Office app. As the new Product Lead for the team, it is great to see our user-base have such an active interest in making things better. 

Well we aren't currently working on enhancements to the Out of Office application, the ability to custom roles as well as non-admins more configuration power is on the roadmap for 2024. 

As we progress through some projects, I will be sure to keep this page updated on the progress and when we have more concrete timelines to share. 

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We have agents that put their out of office on and when they return from leave tickets have reopened in their name because a trigger has run (e.g. reopening a pending ticket after a time). Am I right in that the OOO app will not work when a trigger reopens a ticket or for tickets in pending that might reopen because a customer replies? If so has anyone found a workaround to this issue or is this part of the development needed for the app?  Many thanks. 

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It would be lovely if we could set an expiration date on the OOO app. If I know I'm going to be on vacation from 5/20-5/25, I'd like to set that in the app so I don't forget to un-OOO myself when I get back. Sort of like how Outlook lets you set OOO messages for a date range. 

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What reporting is available for the out of office app? 

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Shawna James

Community Product Feedback Specialist

Hey Hannah! To the best of my knowledge, the only aspect you could leverage in order to gather some data would be the ticket tag the app automatically adds (agent_ooo). Thanks for your question. 

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Hello,

We use in the company the OOO setting via desktop.

We have noticed that when an agent is setting themselves as Unavailable, it works and tickets cannot be assigned to them as we get the notification as “Being unvailable” etc.

However, after 2-3 days, the setting is changing back to Available for that agent without that person making any changes.

This has been observed in different occasions and we cannot figure out what is going on.

From our understanding, the setting should not be changed by itself after an X number of days unless that person set it back to Available.

 

Any insight would be helpful.

 

Kind regards

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I would like to request the ability for Agent Status to be linked to the Out of Office app, by setting up either the Offline Status or a custom OOO status to turn on Unavailable for agents who have set themselves Offline or OOO in Agent Status. Our current usage is that all agents remain Online through an API script and only mark themselves Offline when going Out of Office, so having the two linked will ensure no tickets are assigned to them through the Zendesk Interface or through Triggers/Automations/Macros, but instead unassign to the Group and send out a group notification.

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Jahn

Zendesk LuminaryCommunity Moderator

Hello Kolten Kittleson - is there any update with the progress and feature request for the OOO app? 

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Morten Kristensen

Zendesk Luminary

@... the year is coming to an end, is there an update for the OOO app? We're struggling with the permission issue on a regular basis, where admins need to be involved because supervisors cannot perform this action. 

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Hey hey! Any chance we could enable OOO assignment for side conversations? When an agent is marked OOO, we aren’t able to assign new tickets, but we are able to assign side conversations. There’s no indication that an agent is OOO when assigning a side conversation! 

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