Installing and using the Out of Office app

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107 Comments

  • 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

    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 Madden

    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 - Community Manager

    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

    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

    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

    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

    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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  • 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 - Community Manager

    @David thanks for sharing the link!

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

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