Installing and using the Out of Office v2 app

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159 Comments

  • Nicole - Community Manager
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    Thanks for sharing, Barbara!

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  • Alyssa Critelli
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    Is there a way to "allow" using custom roles in enterprise certain agents to be able to act as an administrator and mark agents as OOO. Reason being we have "Team Leaders" and we want the team leaders to be responsible for marking agents as OOO that way when people leave early or want to be "unavailable" they cant just mark themselves OOO.

     

    Thanks!

     

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  • Nicole - Community Manager
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    Hi Alyssa - 

    The short answer here is "no." Only full admins can mark agents as OOO. 

     

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  • Joe Marshall
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    Is there a rough timeline on when we can expect a scheduling option for the app? From a task management standpoint, that would be a huge help in being able to allocate tickets to agents for when they return from their absence.

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  • Ben Evans
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    Hi All,

    A new update for the app has been released, with some minor improvements.

    1.  A new icon for the app.
    2. Group filtering for the navbar location.
    3. A new option which will notify the agent if any tickets are not successfully updated when setting their availability. This comes at the expense of slower availability changes.

    You can see full release notes here: https://github.com/zendesklabs/out_of_office_app/releases/tag/v2.7.0

    If you experience any problems, please submit an issue to https://github.com/zendesklabs/out_of_office_app/issues

    Thanks,

    Ben

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  • Dan Rodriguez
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    Awesome, thanks for the update Ben!  I'm not seen the new icon -- just some indication that something changed with it.  I've seen this on 2 different computers.  Any thoughts?

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  • Ben Evans
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    @Dan - I've checked things in a number of accounts and browsers with the app, and the icon is showing up properly for me. The most likely culprit would be a bad cache or an overzealous adblocker. Could you try clearing your cache & cookies, in an incognito/private browsing window (with any addons disabled), and on a colleague's computer? If it is still not working for you you should probably open a ticket with support, since it appears that the issue is not with the app itself but with the framework or user interface.

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  • Ben Evans
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    @Joe There intentionally isn't a timeline for the app. Adding in scheduling has always been a "pie-in-the-sky" feature that we'd all love to have but might not be feasible with the app framework as it s now. If you'd like, you can subscribe to notifications on the feature here: https://github.com/zendesklabs/out_of_office_app/issues/147 but bear in mind that as things currently stand it might never happen.

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  • Sandra Castellanos
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    Hi,

    Does this app use the apps framework V2? 

    Thanks

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  • Jessie Schutz
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    Hi Sandra!

    In general, the Zendesk Labs apps aren't going to be upgraded to the v2 framework. But I'm going to check with Ben, who wrote the app, to see if he has any plans to upgrade it. I'll let you know what I find out!

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  • Lisa S
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    Hi Jessie,

    Any update on if this app will be updated to v2 framework?

    Thanks,

    Lisa 

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  • Jessie Schutz
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    Hey Lisa! Sorry about the delay on getting back to this one.

    I checked with Ben on this and he said that it would be a really monumental effort to get this upgraded to V2 right now, so he's going to hold off until there are more robust upgrade tools in place to make the process easier. 

    Apps that are built on the V1 framework will continue to work as long as you get them from the app Marketplace, so you shouldn't have any problems continuing to use the app going forward.

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  • Lisa S
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    Thanks!

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  • Sandra Castellanos
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    Thanks Jessie

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  • Katie Pursinger
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    We have tickets that auto assign to an agent in a group using a trigger but I've noticed that if the agent is marked as OOO it will still assign it to them in the trigger instead of escalating it to the group level. 

    I tried putting the exception in for the tag it adds to the ticket when they go OOO but it still assigns it to the out of office agent. Does anyone know a way around this? The whole point of having the agent OOO is we don't want tickets assigning to them when they aren't here but the trigger seems to supersede it. I just want it to escalate it to the group level if the agent is OOO. 

    Thanks in advance!

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  • Sharon Grey
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    Katie, we have the same issue.  I've been pointed to this bullet in the 'Know Limitations' section:

    • The app will not prevent assigning tickets unless the ticket is updated individually through the Zendesk interface. Triggers, the Mail API, and REST API, and bulk editing will all be able to bypass the assignment restrictions

    What I've done to work around this is create an 'Assigned to OOO Agent' view that looks like this:

    It's clunky, I have to modify it manually and activate it when an Agent goes on vacation, and other Agents have to watch that View and pull tickets from there. But it's the only thing I've found that works.

    Also of note for us, not ALL the tickets that an Agent responds to are assigned to them via another trigger. If they were, this wouldn't work at all.

    I'd love to hear if someone has another more automated work around.

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  • Susan Maher
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    Please allow Team Leaders to set their Agents to Unavailable or Available.  Currently only Admins and the agent can do this. 

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  • Jessie Schutz
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    Thanks for the feedback, Susan!

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  • Thomas D'Hoe
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    Hi,

    Is Zendesk still working on this app?

    Maybe a good feature would be to have the possibility to set dates for the out of office.

    Thomas

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  • Jessie Schutz
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    Hi Thomas!

    The Out of Office app is a Zendesk Labs app, which means that it's not supported and may not be developed any further. Sorry to be the bearer of bad news. :(

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  • Mihai
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    Hi guys,

    It looks like the app is not working at all anymore. We got an unpleasant surprise this morning when we noticed that even though an agent was set to unavailable, the "agent_ooo" tag was not set on their pending/on-hold/solved tickets. This means that we got no notifications when their tickets were updated, causing SLAs to be broken. Can you please investigate this?

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  • Nicole - Community Manager
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    Thanks, Mihai. I've pinged the devs and will let you know what I hear back about this. 

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  • Joseph May
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    Hi Mihai-
    I just tested this in my own account, and was able to see the tag on tickets as well as the user profile of my test agents. May I ask you please submit a bug report to the GitHub issues page? https://github.com/zendesklabs/out_of_office_app/issues
    Thanks

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  • Justin
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    Why aren't tickets getting unassigned when an agent is marked out of office with the app? Seems like the functionality is broken. 

    Issue A - When marking agent OOO, their open tickets do not get assigned to the larger group 

    Issue B - When agent is OOO, error message displays saying that agent is unavailable when a ticket is created/assigned to the agent OOO, but then the ticket actually gets assigned to that agent

     

    What gives?

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  • Jackie Ordan
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    We want tickets to be taken by agent B if agent A (the assignee) is OOO, but if agent B doesn’t get to the ticket before agent A gets back, the ticket should stay with agent A. Can this app do that? Or do all of agent A’s tickets get unassigned from them as soon as they hit OOO?

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  • Anu Ojo
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    Hi- not sure if this is the place to put this question. However is it possible to automatically put advisors in the out of office status when they log out.

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  • Jessie Schutz
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    Hi Justin! I'm so sorry for the delayed response on this.

    Are you still experiencing this issue? If you are, it might be a good idea to send a ticket to our support team so they can do some troubleshooting with you!

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  • Brett - Community Manager
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    @Anu there wouldn't be a way to configure the app to automatically set roles to out of office.  Your agents would need to manually toggle their status to unavailable. 

    @Jackie the app is configured to look at any tickets assigned to that particular agent. Once that agents status changes to unavailable, their tickets will then get assigned. Unfortunately there's no way to configure the app to look at previous unassigned tickets and re-assign back to the original agent when they are available again.

    Let us know if you have any other questions!

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  • Marc Dufour (Groan)
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    Hello, We're currently evaluating Zendesk and would love to add the OOO app as a helpful tool for the team.

    I am trying to set up a trigger to notify the team when a reply comes in to a ticket that is  assigned to ooo agent. 

    Also, it appears that when an agent is set to OOO the agent_OOO tag is not being applied. Am I missing a setting somewhere?

     

    EDIT: We are not unassigning tickets.

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  • Jessie Schutz
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    Hi Mark!

    The Extending the Out of Office app has a walk through on how to set up the type of notification you want to create. Have you had a chance to look at that?

    With regard to the agent_OOO tag, have you made any changes to the default triggers that were created when you installed the app?

    Can you go into detail about the testing you've done that show the tag isn't being added? In order to help you figure out what's going on I'll need more detail about what you've tested, and what hasn't behaved as expected.

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