Installing and using the Out of Office v2 app

Have more questions? Submit a request

161 Comments

  • Brett - Community Manager
    Comment actions Permalink

    Glad I could help Ashleigh!

    Since this is an unsupported app I don't believe there will be any updates made to address this but appreciate you providing the feedback :)

    Let us know if you have any other questions.

    0
  • Pedro Reis
    Comment actions Permalink

    Out of Office is really important to us, as we work with several shifts. I'm concerned because it is still on the V1 framework. Are there plans to migrate Out of Office to the V2 framework?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Pedro,

    According to our v1 app removals, alternatives, and future plans article it looks like there are plans to migrate this app over to v2.

    I don't have an ETA of when this migration will occur but this is something our team is looking into.

    Let me know if you have any other questions!

    0
  • John Tieu
    Comment actions Permalink

    Hi,

    I posted this a few weeks ago but it's still happening, has anyone been receiving the error message of, Timed out while waiting for ticket bulk update to complete.

    We get this every time we try to toggle someone as unavailable. 

    Thanks

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey John,

    Does this issue occur when you try to toggle someone as unavailable from a Chrome Incognito window?

    0
  • John Tieu
    Comment actions Permalink

    Hi Brett,

    Thank you for the response. I just tested and confirmed that I still get the error when toggling someone as unavailable from a Chrome Incognito window. 

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey John,

    The only other troubleshooting step I can think of is to uninstall and re-install the app to see if that resolves the issue for you. Since this is not a Zendesk Supported app I'm afraid we're rather limited on what we can assist with on our end.

    Hopefully other members of the community can jump in and offer up some advice if they've run into the same issue.

    0
  • Martin Hwang
    Comment actions Permalink

    Hello,

     

    Can someone provide information on why some agents are missing from the Out of Office list?  Does not seem to be limit on agents or groups or role.  Tested all settings and some agents just does not want to appear in a certain group.  Agents show up in a different group when we test.  Is this a bug? Does anyone have experience this issue?  Hoping there is a simple solution to this issue.  Thank you

    0
  • Alex Clausen
    Comment actions Permalink

    Please update to V2 framework, or when better make the functionality a part of the Zendesk support-platform

    0
  • Brett - Community Manager
    Comment actions Permalink

    @Martin are you able to replicate by uninstalling and re-installing the integration? I've not seen this issue come up before unless the app was restricted to certain groups or roles.

    @Alex according to this article the app is going to be migrated to v2: v1 app removals, alternatives, and future plans

    0
  • Colin Greene
    Comment actions Permalink

    Hey guys, 

    Having some issues with the assignment of the agent_ooo tag.
    When setting an agent to unavailable the tag appears on their profile but their tickets do not inherit it. As such the auto assignment of the tickets does not work.

    Hoping to get some clarification around this as to whether it is a known issue etc

    I understand that the app is planned to be moved to the V2 framework so will all known issues be addressed as a part of this migration?

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Colin -

    OOO is currently not officially supported, however I've done a little digging and this does appear to be a known issue.

    According to our article on using the out of office app, when the agent changes their status to unavailable, the tag is added to all Pending/On-Hold/Solved tickets, but it does not add the tag to existing open tickets. When the agent changes their status to available, the tag is removed from all Pending/On-Hold/Solved tickets. I believe the logic here may have been that the agent would reassign any open tickets to another agent before going on a leave, and the app was there to cover reopens of pending/on-hold/solved tickets.

    I've brought this to the attention of the team whose job it is to convert this into an official - and therefore supported - app, and will let you know their thoughts on changing this functionality in V2.

    0
  • John Tieu
    Comment actions Permalink

    Hi Nicole,

    Thanks for letting us know it's a known issue, we have experience the same problem. The app used to update Open tickets but we first noticed it stopped doing it back in December 2018 if that helps at all.

    We would want the tag to update Open tickets too when the app is migrated to V2.

    1
  • Aditya Sharda
    Comment actions Permalink

    Hi Ben, Any chance it can be upgraded to the V2 framework. We recently received a pop-up that they are going to discontinue the V1 apps by this October.

    3
  • Pedro Reis
    Comment actions Permalink

    +1 , this app needs to be updated to V2

    3
  • Alex Clausen
    Comment actions Permalink

    The following Zendesk-built apps are in the process of being migrated to v2 of the framework
    https://support.zendesk.com/hc/en-us/articles/360002123147-v1-app-removals-alternatives-and-future-plans

    Out of office is on the list

    1
  • Aditya Sharda
    Comment actions Permalink

    @alex: Do we have any tentative date for the release?

    1
  • Alex Clausen
    Comment actions Permalink

    don't know, don't work at Zendesk. Sorry

    0
  • Becky Kimmel
    Comment actions Permalink

    We have been noticing since we launched the O.O.O. app that not all tickets are being released when an agent sets themselves to unavailable.  Leadership still has to go into Zendesk Support and unassign tickets manually and we understood it as once the agent sets themselves to unavailable all current open tickets and any existing tickets that go from pending, solved, on-hold to open would also go back into que for the rest of the team available.  Would someone be able to assist with this, especially if we are missing something?  Thank you!

    0
  • Chris Fellows
    Comment actions Permalink

    The Zendesk Apps team is working on the migration of Out of Office this quarter.  The update will move it to the V2 framework and be available in late September.

    1
  • Aditya Sharda
    Comment actions Permalink

    @chris Thanks for the update.

    0
  • Yann Grenier
    Comment actions Permalink

    Hi,

    I have installed the app and activated the "Force unassign tickets?" option. However it appears that new tickets automatically assigned (via triggers) to OOO agents (therefore with assigned status) do not inherit the "ooo_agent" tag from the assignee. Do you have any solutions to workaround that issue ?

    Regards,

    Yann

     

    1
  • Heather R
    Comment actions Permalink

    Hi @Yann,

    I believe the OOO app wouldn't override the triggers. I suggest adding a "Does not contain any of the following tags" and add "ooo_agent".

    WAIT -- As I write that, I realize that won't work because the tag doesn't get added to new tickets.

    I think you have to not use triggers to assign your Agents :D

     

    0
  • Yann Grenier
    Comment actions Permalink

    Hi Heather,

    Indeed, I would like to be able to modify my assignation triggers but I cannot fetch the assignee tags ...

    Could this be done using targets by any chance ? Something like "add tags" --> assignee tags

    Thanks

    0
  • Heather R
    Comment actions Permalink

    @Yann,

    Not that I'm aware of. Hmmm.

    I wonder if you can put a trigger at the bottom of your trigger list to look for the "ooo_agent" tag and unassign the ticket(s).  If you put the trigger at the end, then it will fire off AFTER the trigger that assigned the ticket in the first place.  

    Want to test that out and see how it goes?

    0
  • Tim Myers
    Comment actions Permalink

    We have setup our Zendesk so that we have Admins which are in our IT department.  The Managers of Support have a role with elevated priveleges.  Agents are performing the work to support our customers.  It an agent is ill and does not come into work, the manager can not set the agent to out of the office.  they have to have someone from IT with Admin priv do this.  

    This is lacking that a manager can not set the out of office for their staff. 

    0
  • John Tieu
    Comment actions Permalink

    As V1 apps will be completely removed a week from now on October 14, 2019, when will the transition to V2 framework be complete?

    0
  • Tiffany Green
    Comment actions Permalink

    John Tieu The new app will be rolled out to the marketplace at the end of this week (it's deployed by our Australia staff, so it will be roughly Thursday evening in the US). Barring any issues, anyone who has v1 installed will be automatically upgraded to v2. 

    0
  • Chris Fellows
    Comment actions Permalink

    Hi John,

    We are pushing the upgrade this week starting on Thursday night.  This will move OOO to V2 framework.  Thanks!

     

    Chris

    0
  • Chee Lee
    Comment actions Permalink

    Hi,

    Does anyone else have an issue where if I set an Agent as Unavailable, some Agents also become Unavailable as well?

    Would anyone have a solution to resolve this issue?

    Thank you,

    Chee

    0

Please sign in to leave a comment.

Powered by Zendesk