Installing and using the Out of Office v2 app

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180 Comments

  • Paul Suh

    Is there a way to change the group e-mail notifications so that someone who is OOO is not notified by e-mail of group assignments? For us, all tickets are initially assigned to a group, and everyone gets the group assignment notification e-mails. The flow quickly pollutes the inbox of someone who is away on a business trip, who isn't in a position to respond to general tickets but needs to respond to specific items. 

    I suspect this isn't simple based on some poking around with the default trigger. I don't see an easy way to tweak this. 

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  • Gabriel Manlapig
    Zendesk team member

    @Mike sorry for the late update. I tried this on my end and follow the steps that you've provided and I'm able to see the app is working fine as expected.

    1. Try to create a ticket 

    2. Click "take it" link

    3. Update or don't update the ticket and marked it as Pending.

    Note: Clicking on the status toggle displays a dialog box that lets you change an agent's status. Changing the status either adds or removes a tag on Pending/On-Hold/Solved tickets as well as optionally all Open tickets. See Understanding the 'agent_ooo' tag.

    4. Marked myself as Unavailable.

    5. Ticket now have the tagged agent_ooo this was update via web service of the app

    6. I tried to set myself to Available and the tag agent_ooo was removed automatically by the app.

    Did you add this tag: agent_ooo_ticket_open into your trigger or user profile since this is not included by default on the app? Can you please check this?

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  • Mike Bedney

    @Gabriel

    We did have our own trigger to create the agent_ooo_ticket_open but the agent_ooo tag (which is automatically added/removed by the app) is the part that is not removed when setting the agent to available.

     
    Just to be certain, we deactivated all triggers and ran a test.  We were left with the same results as before: The agent_ooo tag is not removed from the tickets even though on the agent's profile page, the agent_ooo tag is removed and the Agent Out? checkbox is unchecked.
     
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  • Jake Donovan

    When our agents click OOO to set themselves as unavailable, the toggle turns red then immediately shoots over green and never unassigns a case.

    Any idea's?

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  • Mark Vermaat

    Hey All.  Just having an issue, I have installed the app and made it available with everything click correctly. (According to install documentation) However, agents are still able to assign the cases to the agent who is set as away.

    Works fine in out test environment however seems to break in our production instance.

    I have checked and It doesnt show that any other triggers are causing an issue so I am kinda at a loss.

    Anyone have any ideas?

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  • Mike Bedney

    Just wanted to follow up since I discovered the solution to the agent_ooo tags not being removed from tickets assigned to agents who are set back to Available.

    The issue came down to the permissions that our accounts were set to.  My account did not have permission to edit the tags of a ticket.  So when I would toggle the Unavailable/Available slider, none of the agent_ooo tags could be removed since I cannot add/remove tags.

    We are having our admins set the OOO status for the time being and will look into a way to give the ability to add/remove tags to agents without granting them all of the rights of an administrator.  

    Hopefully this helps someone else out there.

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  • Michaela Behan

    HI, 

    im really stuck ive got triggers set up to allocated tickets to assignee's and attempted to set up a out of office trigger but its not working and im pulling my hair out.

    ive used an additional tag unassigned_by_ooo_app but it doesnt seem to be working

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  • Lester

    Looks like a good app. But, we have over 100 light agents and only 15 agents.

    I'd only use it if the list could hide the light agents who can't be assigned a ticket anyway.

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  • Dan Rodriguez

    Zendesk has obviously put a lot of time and effort into their redesign and new look and feel.  I, for one, really love it!  However, this custom app is quite an eye sore on the side navbar.  Can the app be updated to use the new look and feel?  Or is this how all custom apps will look?  Could there be an option to hide this icon in the app settings?  We only need to use it from the user app sidebar.

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  • Elaine Tan

    Hey all, 

    Can anyone please tell me if we are able to:

    - disable the agent_ooo tag?

    - I was reading the article and it says “any open tickets with the agent_ooo are unassigned on update”, is this a setting? Can we disable this too?

     

    Many thanks!

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  • Elisa Reggiardo

    Hi everyone, quick question: what happens when the agent is the only one within the group and "Force unassign tickets" is enabled?

    Thanks! 

     

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  • Jeff Callahan

    I have created Triggers to Automatically Assign tickets to a specifc Agent based upon an Organization tag.
    How can I modify and/or create a new Trigger to either prevent Auto Assigning tickets to an OOO Agent or Un-assign the ticket if the Agent is OOO?  (Note: I still want to manually Assign Tickets to OOO Agents)

    Also in some cases if the Agent is only going to be OOO for a short period of time we will Assign an Open Ticket to them.  How can I adjust the OOO App to still tag these Tickets with agent__ooo so if the Customer responds before the Agent returns the Ticket is Un-Assigned?

    (It would make things a lot easier if we could base Triggers off Assignee properties)

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  • Jessie Schutz
    Zendesk team member

    Hi Elisa! I apologize for the delayed response!

    It looks like you were able to get help with this in a ticket as well, but for anyone else who might have this question, in this scenario the tickets will remain assigned to the agent. They won't be re-assigned anywhere.

    Please let us know if you need anything else. :)

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  • Travis Rider
    Zendesk team member

    Hello Jeff!

    I appreciate your patience while I looked into your post!

    I'll need a some more information about the triggers you've created and your workflow before I'm able to suggest possible workarounds. I am going to take the request into a ticket for further discussion.

    Looks for a ticket from me soon :)

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  • Barbara

    In case this helps anyone...

    In my sandbox, the Out of office app is configured to enable "confirm status change" and "prevent assignment", but "force unassign tickets" is not enabled.

    I had a problem getting a pending ticket assigned to an unavailable/out-of-office agent to become unassigned after receiving a customer reply.

    Once I went into Settings->Tickets and disabled "automatic ticket tagging", it worked fine, the ticket would be unassigned.

     

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  • Nicole S.
    Zendesk Community Team

    Thanks for sharing, Barbara!

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  • Alyssa Critelli

    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 S.
    Zendesk Community Team

    Hi Alyssa - 

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

     

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  • Joe Marshall

    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
    Zendesk team member

    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

    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
    Zendesk team member

    @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
    Zendesk team member

    @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

    Hi,

    Does this app use the apps framework V2? 

    Thanks

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  • Jessie Schutz
    Zendesk team member

    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

    Hi Jessie,

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

    Thanks,

    Lisa 

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  • Jessie Schutz
    Zendesk team member

    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

    Thanks!

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  • Sandra Castellanos

    Thanks Jessie

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  • Katie Pursinger

    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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