Installing and using the Out of Office v2 app

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181 Comments

  • David Stevenson

    The notification has a list of planned migrations linked:

    https://support.zendesk.com/hc/en-us/articles/360002123147

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  • Brett Bowser
    Zendesk Community Team

    @David thanks for sharing the link!

    @ John looks like migrating the Out of Office app to v2 is planned :)

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  • Chris

    FYI. Since this is becoming an official Zendesk App.

     

    For a company more concerned about Big data & integration and "Sunshine" etc -- this Out of Office app has some problems.

    For starters, it more than doubles (for us at least serving 40-50k tickets a month) our ticket event data as hundreds of tickets get tagged OOO every time an agent takes their days off, and then when they return as well.

     

    An individual ticket does not need an "OOO" tag. An AGENT needs an "OOO" tag. It is the agent, not the ticket, that is out of office.

    Unfortunately I see that Assignee Fields cannot be used in Triggers or Automations, so this has probably been the reason for the current setup.

    But if Requester fields can be used in Triggers and Automations, why not Assignees?

    Anyway for now we will have to consider simply having an OOO "Automation" or Trigger with all currently OOO agents within the Trigger body "or" clause.

     

    1
  • Graeme Carmichael
    Community Moderator

    Brett

    If Out of Office is going to be an official supported app, it would be good if that linked to Skills Routing.

    Kristen mentions here that routing directly to agents is being considered. Agent availability would be essential if that is to work efficiently.  If would be best if agent availability was set in one place and worked across the Out of Office app and Routing.

    Has that been considered?

    1
  • Brett Bowser
    Zendesk Community Team

    Great question Graeme!

    I'm going to reach out to our team internally here to confirm whether or not this has been considered.

    I'll post back here once I have additional information :)

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  • Brett Bowser
    Zendesk Community Team

    @Graeme I reached out internally and it doesn't look like linking to Skills Based routing has been considered. I've passed the feedback over to the appropriate team but as you and I have discussed this functionality would be limited to users on the Enterprise account who actually have access to Skills Based Routing.

    If I find out any additional information I'll be sure to post here.

    Cheers!

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  • Ashleigh Hyde

    Hi All/Ben,

    Thanks for creating the App! Something Zendesk should really consider purchasing/teaming up with you and developing out further :).

    In the docs above it mentions in the following:

    • 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 currently use the Zendesk API for 3rd parties to create 98% of the tickets through to our Zendesk. I was hoping that if I created a trigger using the new "agent out" user field then we could add the tag based on the agent out? field being "checked". Then the normal out of office app triggers could do the unassigning and remove the tags. However, it didn't seem to add the tag when I triggered it based on ticket being updated. This is what my rule looks like:

    Is this possible does anyone know?

     

    Thanks!!

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  • John Tieu

    Hi,

    Has anyone else experienced issues with the Out of Office app failing to add the tag properly to tickets sitting in Open status when marking themselves unavailable? 

    We noticed this first happening about a month ago and it still persists, we received two error messages indicating:

    1. Timed out while waiting for the ticket bulk update to complete
    2. Unable to look up tickets for JOHN SMITH. This agent may not be an assignable agent.

    Thank you,

    John

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  • Brett Bowser
    Zendesk Community Team

    Hey John,

    Have you already gone through the process of uninstalling and re-installing the app to see if that fixes the issue?

    Hopefully others can chime in and offer up some advice if they've run into similar issues but I would definitely start there.

    Cheers!

    0
  • John Tieu

    Hi Brett,

    Thank you for the prompt response. Yes, I tried re-installing when the issue first surfaced a month ago. I just attempted a fresh re-install and no luck. 

    Hope anyone can help here.

    Thank you,
    John

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  • Ashleigh Hyde

    Anyone keen to provide me some feedback on this comment? I would be appreciative :).

    https://support.zendesk.com/hc/en-us/articles/204076066/comments/360001564713

     

     

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  • Nicole Saunders
    Zendesk Community Team

    Hey Ashleigh -

    Apologies for missing your previous comment - thanks for bumping it! For clarification, Ben is actually a Zendesk employee. The Out of Office app is one of the ones we are looking at turning into an official Zendesk App, though we don't have an ETA on when exactly that might happen just yet.

    As far as your rule suggestion goes, I'll run that by a few folks who know both the app and triggers better than I do to see what they think.

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  • Ashleigh Hyde

    Hi Nicole,

    Thanks so much! That's good to know, definitely would be great to turn it into an official app as its very useful.

    Will wait to hear! Let me know if you need more clarification of our specific scenarios that you could help with.

    Thanks,
    Ashleigh

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  • Brett Bowser
    Zendesk Community Team

    Hey Ashleigh,

    The issue here is that triggers are designed to look at the requester of the ticket's user fields . In this case, you're attempting to look at the user field of the assignee which is not currently possible with triggers :-/ 

    Since the Agent Out? field is not check in the requesters profile, the tag is not being applied to the ticket which will then prevent the trigger from firing.

    Let me know if the above doesn't make sense.

    Cheers!

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  • Ashleigh Hyde

    Ah thanks Ben that makes sense! A shame though as can't see the requestor ever being applicable to the out of office app / agent out? field as they're generally a customer. Would be good if we can specify this in the trigger somehow.

    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    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.

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  • Pedro Reis

    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?

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • John Tieu

    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 Bowser
    Zendesk Community Team

    Hey John,

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

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  • John Tieu

    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. 

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  • Brett Bowser
    Zendesk Community Team

    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.

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  • Martin Hwang

    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

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  • Alex Clausen

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

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  • Brett Bowser
    Zendesk Community Team

    @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

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  • Colin Greene

    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?

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  • Nicole Saunders
    Zendesk Community Team

    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.

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  • John Tieu

    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

    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.

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  • Pedro Reis

    +1 , this app needs to be updated to V2

    3

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