Installing and using the Out of Office app (Beta) Follow

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68 comments

  • Avatar
    Paco Jimenez (Edited )

    How can I get the ooo tag to apply to open tickets? Those are the most critical tickets that we need to assign back to the group (when a requester replies to the ticket) to take care of while the agent is out.

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    Ben Evans

    @Paco The default behavior of the app is to unassign open tickets and send them back to the group if the 'Unassign All Open Tickets' option is checked. What is happening in the background here is those tickets are being tagged along with the pending/on-hold tickets and then the trigger that was added by the app ('Ticket: out-of-office app unassign trigger [System Trigger]') unassigns tickets which are open and have the tag added to them.

    If this doesn't work for your workflow, you are welcome to turn on the app setting 'Force unassign tickets?'. This will cause status updates to tag all non-closed tickets. You can then modify the trigger to route the updated tickets appropriately when the end user updates them.

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    Paco Jimenez

    @Benjamin Thanks, I took your second suggestion and set the app to force unassigned tickets. Then modified the trigger that unassigns and added the criteria of when the requester updates a ticket. Works perfectly for our workflow!

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    Shane Correa

    jeeez. not sure if this was covered above. but one aspect that is preventing the use at the moment is how the open comments forces the re-assign. it would be great to be able to control what actions happen upon new comment. e.g. CC instead of full un-assign. thanks

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    Yann Souetre (Edited )

    Hello, it's a fantastic tool, i can't wait for the new functionalities scheduled. And i hope that it won't remain as a lab and will be fully implemented as standard
    But right now i have just a little aesthetic recommendation: the left Icon is really too big regarding the others ones. Could you reduce it a little in order to be at the same size ? Thanks a lot :)

  • Avatar
    Ben Evans

    @Yann The icon change is definitely something that is planned as a fix for the next version. Sorry about the oversight :)

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    Nathalie Reiter

    Hi there,
    I recently installed the 'out-of-office' app and I did not enable the role restriction.
    I have multiple roles, however only the administration role is able to change out-of-office statuses, all other roles can view the statuses but cannot make changes.
    I've spoken to Zendesk Support and they confirmed they can see the error but they directed me your way for further help :)
    Can you please look into this?
    Many thanks,
    Nathalie

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    Erica Rey (Edited )

    Hi,

    I wanted to see if there was a timeline for fixing the bugs with this app. We currently have it installed, but the tickets still do not automatically unassign when an agent is set to "Unavailable". Also, it would be great if tickets could be assigned to an OOO agent when submitting a ticket as a Solved status. Looking forward to hearing any updates!

  • Avatar
    Ben Evans

    @Nathalie Agents should be able to change their own status by going to their user profile and using the sidebar app there. Agents are not able to modify other agents, which prevents them from marking anyone but themselves as unavailable.

    @Erica The default behavior of the app is to leave tickets assigned to an agent if they are in pending/on-hold status and have not be updated by an end-user. The app trigger can be modified to immediately unassign all tickets if you would prefer that behavior. If you decide to go that route I would encourage you to enable the option "Force unassign tickets?". This will ensure that open tickets as well as pending/on-hold are updated with the agent-ooo tag.

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    Rene de Haas

    Great app! Will this be part of the Zendesk core some day?

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    Kathryn Castle

    We are having an issue where the agent_ooo tag isn't being applied consistently. Some pending tags are making it back into an OOO agent's queue. Can someone advise where I can get support on this app, since Zendesk's regular support team said they cannot help. Thank you!

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    Erica Rey

    @Kathryn - My team had the same issue until I was finally able to meet with someone at Zendesk about it. Essentially, the app tags every ticket for the agent when the status is set to "Unavailable". If you have very high ticket volume, then it will take awhile for the app to tag every ticket (ie 3-7 minutes in some cases). During this time, that page cannot be left otherwise the tagging terminates. The same goes for when you set the status to "Available", you will have to leave the page up while it untags every ticket. You can decrease the amount of time a ticket is in Solved before moving to Closed to speed things up. However, at this point you have to encourage people to wait for the second confirmation. You can also look at the developer tools to see how many "requests" (tickets tagged) have gone through. Hope that helps!

  • Avatar
    Ben Evans

    @Erica Thank you for the helpful response. This definitely is a known issue that I'm working on addressing, but in the meantime it is important to be patient and wait for the tickets to be updated.

    The notification you are looking for is "Updated [x] Pending/On-Hold tickets with the agent status for Agent" Once that message appears, it is safe to navigate away from the page you were on when you changed the agent's status.

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    Kathryn Castle

    @Erica Thanks so much for sharing. This explains what is happening completely and I've shared the information with our team. It'd be great if someone were to add this information to this article, too.

  • Avatar
    Robert Jerina (Edited )

    We tried using it for our Zendesk deployment. Seems that it only tags solved/pending/onhold tickets with agent_ooo. All of the open tickets do not get tagged at all, which is not helpful at all. Our ticket volume is VERY low as we're a new customer that is in the middle of a migration so we have very few tickets.

    Ticket opened for Zendesk to help us basically told us to go pound salt as it's an unsupported app.

  • Avatar
    Ben Evans

    Hi Everyone,

    A new version of the app has just been released that solves a number of issues from the previous version. I've also reworked the interface design to help save space in the app sidebar. This version makes updating tickets with the agent_ooo tag significantly faster and more reliable.

    You can review the full set of release notes here:

    https://github.com/zendesklabs/out_of_office_app/releases/tag/v2.6.2

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    Helen Ng (Edited )

    Hi Benjamin

    First, thanks for the update. The icon looks much nicer haha..

    But after this update, it shows a JavaScript error when I tried to change to unavailable. It only happens when I use IE 10...

    "Unable to get property 'assignee' of undefined or null reference".

    Any idea what this is about?

    I also would like to report a bug of this app. It also happens in IE 10 only.

    When I access it through the sidebar. It shows a list of agents who is available or not available. When I typed something in the search, the typing went backwards.

    Thanks in advance!

  • Avatar
    Ben Evans

    Hi Helen,

    Thank you for the bug report. I will take a look at it and see if a solution can be found. As a warning, I will be dropping support for IE 10 when it reaches end-of-support on consumer operating systems starting January 12, 2016. While I won't intentionally break compatibility I'd highly advise updating as soon as possible.

  • Avatar
    Antje Gallo

    Hi Benjamin,
    we just set some agents to unavailable and found that the tag wasn't added & the open tickets didn't get unassigned from the agents when ticking the "unassign all open tickets" checkbox.
    This has worked before. Could you please look into this?
    Thanks,
    Antje

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    Ben Evans

    Hi Antje,

    Thank you for the report. I'm investigating the issue.

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    Thanos Massias (Edited )

    Somehow I have a problem with [ui.js] line:

    var userRequestedUnassign = (input.length === 1) ? input[0].checked : false, 

    always returning false. To get around the issue I replaced it with:

    var userRequestedUnassign = this.$("input.checkbox_reassign_current").is(":checked") 

    and, in [app.js], I added    

    class="checkbox_reassign_current"

    to

    var checkbox = ...
  • Avatar
    Aja Varney

    Hey Benjamin!

    We'd love to be able to use this feature... but for some reason, the agent_ooo tag isn't being applied to tickets. It's showing in the agent profile, but when an incoming ticket is assigned to them, the tag (and resulting actions) don't get applied to the ticket... 

    I know main ZD support doesn't troubleshoot this, but is there a way for us to talk through this with you, perhaps? Thanks!

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    Claire Smith

    It would be great if this feature could update voice and live chat as well.

    We often have agents who leave the office and forget to sign out of their phone/ live chat and to have the ability to turn everything (including assigning out their tickets) would be great! 

     

    Thanks

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    David Stevenson

    We've started using this app, but I can't get the unassignment of open tickets to work.  The tagging of pending / on-hold / solved tickets is working, as is the trigger that tests for the existence of the tag, but the option to unassign all open tickets is not working.  I am using the agent confirm dialog, where each agent can choose to unassign open tickets, and have tested with the force unassign global setting ticked and unticked.  In all cases open tickets are left assigned to the agent immediately after they make themselves unavailable.

    Am I doing something wrong?  Is there a delay on the unassign action (automation)?

  • Avatar
    Jessie Schutz

    Hi David!

    Based on what you're describing here (the tickets are unassigned and then re-assigned immediately), it sounds like there's another trigger that's basically un-doing the work of your OOO trigger.

    If you click on the "See All Events" button at the top of the conversation thread in a ticket, it'll show you what triggers fired on the ticket, and what actions those triggers took. You can use that to identify the rogue trigger, and then update the conditions so that it doesn't fire when the OOO tags are present. 

    Let me know if you need more help!

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    Chris Wilson

    Hi,

    This app is awesome and I think should be a core part of Zendesk, not just Zendesk Labs.  It's crucial functionality.

    However, we're running into an issue that's making it hard to use for us.  For whatever reason, when someone updates their Out of Office status in the ticket app, it doesn't always update their status.  If we click on the Suitcase icon and check there, it'll still show as their old status.

    Is anyone else running into this?  We're hoping we can find a fix, because as of right now it's breaking the app for us. :(

    Thanks,
    Chilly

  • Avatar
    Ben Evans

    Hi All,

    A new update to the app was just pushed with contains two minor updates, thanks to community contributions.

    1. A visual fix to the footer of the app in the sidebar.
    2. A bugfix for the "unassign all open tickets?" option.

    @Chris I've created a ticket so that we can discuss the details of the issue.

     

     

  • Avatar
    Kathryn Castle

    Hey all,

    Can you anyone provide detail on what permissions admins have to override their own admin status? I've noticed that I'm able to assign/close tickets under my name even though I'm "out of office" and had a report from another admin that tickets they previously assigned to themselves were not bounced back to the parent queue when the end user responded, despite their also being marked out of office at the time. 

    If this is a deliberate feature, it'd be great to understand how it works so I can advise the admins on our team. I couldn't find any such information in the help articles.

    Thanks!

  • Avatar
    David Stevenson

    Hi Jessie,

    Sorry it has taken me a month to respond, I had forgotten about this and have been instructing my agents to ensure there are no tickets with a status of open assigned to them when they go unavailable.  I've followed your advice and checked the all actions on open and pending tickets, and there is a difference.  On open tickets the out of office app unassign trigger removes the agent_ooo tag - looking at this trigger that appears to be its designed function.  I've attached screenshots which I hope will help you understand what I'm seeing.




  • Avatar
    Dennis Lynn

    Hi Kathryn,

    As an admin, you have complete control over your own OOO status. Additionally, you are always allowed to update tickets to which you are currently assigned, even if you are OOO. The idea is that as the OOO agent, you are aware of your own status when making these changes and/or assigning tickets to yourself. 

    Now, regarding your agent's tickets not being reassigned - it's possible that somehow this agent_ooo tag is being removed from the ticket, which would then prevent it from following the business rules for the agent OOO app. Alternatively, tickets that are reopened when an agent is OOO are reassigned to the parent group - however, the assignee field becomes empty. Additionally, no notification is sent out to the group of this change. To send out this notification, you would create a trigger for this purpose. Details on how this is done can be found here: Extending the app

    I'll reach out to you via ticket as well, to ensure that there aren't any account-specific settings that may be preventing the app from functioning. I'll see you in that ticket!

     

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