Installing and using the Out of Office v2 app

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179 Comments

  • Sharon Grey

    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

    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
    Zendesk team member

    Thanks for the feedback, Susan!

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  • Thomas D'Hoe
    Community Moderator

    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
    Zendesk team member

    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

    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 S.
    Zendesk Community Team

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

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  • Joey

    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

    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

    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

    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
    Zendesk team member

    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 Bowser
    Zendesk Community Team

    @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)

    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
    Zendesk team member

    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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  • Marc Dufour (Groan)

    Jessie,

     

    Thank you for the reply. I got frustrated at the seemingly inconsistent actions of the app and removed it. I'm just using individual OOO rules like this that we will turn on and off as needed. It will work for us. If I feel that I need more functionality I'll look at the app again. I'll check out that link though, maybe it will change my mind.

     

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  • Jessie Schutz
    Zendesk team member

    Hi Marc!

    I'm glad you were able to find something that will work for you. Let us know if you need anything else after you read through that link!

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  • Lester

    Are there any plans to exclude light agents from the list?  All employees here are light agents so we have a few hundred in the list which makes using the app impossible. 

    I'm really keen to have a better OOF solution than the method we use today. 

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  • Nicole S.
    Zendesk Community Team

    Hey Lester - 

    The OOO app is slated to be shifted from being a Zendesk Labs app to an official one, which is great news, because that means it'll have an official product manager, roadmap, etc. 

    I talked to the PM who will be responsible for this app, and he said that while this exact functionality isn't in the immediate roadmap, it is something he thinks is a good idea and he's putting it in the backlog for the next round of roadmap planning. That means this is likely many months out, but because of your feedback it's now on the to-do list. Thanks for your input! 

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  • Chris

    I'm just wondering if this app can be configured to only tag 'reopened' tickets that need to be tagged? I would imagine that only OPEN tickets need to consider whether an agent is out of office. If it's solved, it's nobody's problem. Or is that impossible? Currently, when a few people are marked out of office for a given day, all their solved tickets that are not archived (usually a few hundred if not more) are 'updated' via the agent_out_of_office_tag. Which isn't a problem, except we dump some Zendesk events into our data warehouse via API, and this app logic (which maybe we should reconfigure) almost doubles or triples the amount of total ticket updates to be recorded. The average number of events a ticket undergoes is significantly higher with the 'mass tagging' Out of Office app ...

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  • Joe Beaudoin
    Zendesk Customer Advocate

    Hey Chris,

    Apologies for the late response!

    Whenever an agent's status switches to out of office, all of their tickets are updated with the tag:

     

    This cannot be reconfigured to only include tickets of a certain status, I'm afraid. The update is system wide for the given user, and that doesn't seem to be adjustable on a ticket level. I can definitely appreciate wanting less event activity on a given ticket, but you won't be able to achieve this through modifying the app's functionality, as it's not possible.

    I wish I had better news on this one. Hopefully that clarifies things, though!

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  • Morane Shemtov

    Hello, 

    I've tried to use the app but it doesn't seem to be working ! I don't get a notification message when trying to assign a ticket to a unavailable agent...I've followed the instructions of the article though !

    Do you know if something is wrong ?
    Thanks !

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  • Patrick Bosmans
    Zendesk Customer Advocate

    Hey Morane,

    I am going to spin up a ticket with you to see what we can do to help with this.

    You should be getting an email from me shortly.

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  • Luke Aleo

    We have some TASK type tickets that are not time-sensitive. Is it possible to have certain tickets, such as those with PRIORITY=LOW, to assign to agent? 

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  • Jessie Schutz
    Zendesk team member

    Hi Luke!

    You should be able to set up a trigger to do this.

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  • Eric McNulty

    Hi there,

    I've been using this app for years and it's great! However, lately our agents are coming in from their weekends, are set as unavailable and still have a whole slew of tickets. It doesn't seem to be everybody, but I can't seem to get it to work properly. 

    It looks like the OOO tag is being added to the agent profile but not to the tickets themselves. I've tried uninstalling the app completely and reinstalling and still no luck.

    Any ideas?

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  • Joe Beaudoin
    Zendesk Customer Advocate

    Hi Eric!

    Thanks for your comment.

    When an agent is set to OOO, all of their tickets receive a tag. They can, however, still get ticket assignments: for instance, they can assign a ticket to themselves. They should not, on the other hand, have tickets assigned to them by another agent while they are set to unavailable, as this won't save in the system.

    Additionally, if another agent updates the ticket while the assignee were OOO, that would be allowed. But if the ticket then gets updated back to open from pending or on hold, it will get reassigned to the agent's group without an assignee value.

    However, two other scenarios could occur, depending how you have your settings configured:

    If force unassign is off, the agent could have went unavailable with open tickets still in their queue. If prevent assignment was disabled, then a ticket could be successfully assigned to someone who's unavailable.

    If you believe you have ticket examples that do not follow this, feel free to submit a ticket to support@zendesk.com and an advocate will have a look at your examples.

    I hope this proves helpful!

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  • Eric McNulty

    Thanks for the suggestions, Joe. Unfortunately, the settings were the first thing I checked and everything has been enabled. This happens all the time with various agents. 

    I've reached out to Zendesk support already and they turned me away saying it was a labs app and they can't support it. So at this point, I'm kind of at a loss. 

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  • Sharon Grey

    Eric, maybe it's this?

    https://www.zendesk.com/apps/support/out-of-office/?source=app_directory

    • 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.

    We have a general 'support' email address that goes into Zendesk, and also a personal email address for each of our Agents (that their assigned customers can use).  If an email is received to the personal email address, there is a trigger that automatically assigns that ticket to the relevant Agent.  So, even if the Agent is OOO, those "trigger touched" tickets will be assigned to them.

    We resolve this by creating a "OOO Agent" view, where we can see open tickets assigned to that OOO Agent.  Then we manually reassign those tickets to the general queue so someone else can pick them up.

    It's not great, but that's how we work around that issue. 

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  • John Tieu

    Hi,

    With the announcement that Zendesk Apps built on Framework V1 are being removed in Oct 2019, will there be an updated version of the app released?

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