Installing and using the Out of Office v2 app

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181 Comments

  • Alex Clausen

    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

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

    1
  • Alex Clausen

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

    0
  • Becky Kimmel

    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
    Zendesk Team Member

    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

    @chris Thanks for the update.

    0
  • Yann Grenier

    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 Rommel
    Community Moderator

    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

    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 Rommel
    Community Moderator

    @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

    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. 

    1
  • John Tieu

    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
    Zendesk Team Member

    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
    Zendesk Team Member

    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

    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
  • Jackie Ordan

    @... Tiffany Green are we still on pace for this to launch tonight in the US? Just trying to figure out if I need a way for my team to function without this app or not

    0
  • Chris Sos
    Zendesk Product Manager

    Hi Jackie Ordan,

    The app was released this evening US time. You should have the new version in your account.

    Thanks for your patience!

    Chris

    0
  • Aditya Sharda

    Agents are still getting new tickets after we unassign them, mostly reopened tickets. Also, even after marking them unavailable and checking the option to unassign all the open tickets, the tickets don't leave the queue and remain open in the agent's queue (Admins tries this also).

    3
  • Jackie Ordan

    Chris Sos we're having the same problem Aditya described above. Anything my team can do to help your team debug this?

    1
  • Chris Fellows
    Zendesk Team Member

    Hi Jackie and Aditya,

    We are looking into this issue now.  Thanks!

    Chris

    1
  • Mandy

    We experienced the same issue as described above. We also saw where agents that had been marked as unavailable were automatically defaulting back to available inexplicably. I tried uninstalling the app and the reinstalling but have been getting the following error message even though we have not modified any app settings:

    Failed to install app: Error creating requirements
     

     

    1
  • Ariana Tobias

    I just tried installing this app and also encountered the error "Failed to install app: Error creating requirements" - the way to fix it is to go to Admin > User Fields and delete the field "Agent Out" (to delete, you need to click into the field and delete it from the right sidebar). 

    1
  • Ryker Daniel

    Mandy Ariana Tobias I ran into this issue as well — I had to manually delete the OOO triggers and the Agent Out user field and then I was able to complete the installation.

    2
  • Mandy

    Ryker Daniel Thank you! That definitely helped with installation.

    Zendesk, we are still experiencing issues with agents having tickets assigned to them after they have set themselves to "unavailable" and the app's inability to maintain the "unavailable" status and reverting back to available.

    0
  • John Tieu

    Hi Zendesk,

    We're having the same issue of tickets being assigned back to a user that was set as unavailable. Can you please advise if there is an issue with the app? 

    0
  • Helder

    When we set an agent back to "AVAILABLE" all his PENDING and SOLVED tickets get updated and show on the common view "Recently updated tickets" making the workflow of other agents really difficult, as all the real "Recently updated tickets" move to the end of the list (4pages down). See screenshot here: https://www.screencast.com/t/LKkEoo2eoxIM

    How can we avoid this?

    0
  • Mandy

    We are still dealing with OOO issues since the switch to V2 and have not received any updates from ZD support since 10/17. Agents are still receiving tickets after updating themselves to Unavailable. Are we able to switch back to V1? Can anyone provide an update?

    1
  • James Kwon

    I'm having the same issue. I tested the app in Sandbox and tickets seem to remain assigned to the agent even though they set their OOO to unavailable. 

    0
  • Chris Fellows
    Zendesk Team Member

    James Kwon If you haven't tried already, I would check to see if Users and Orgs tags are enabled in your settings.  Admin-->Settings-->Customers.  This seemed to fix the issue when I tested

    Also, in the App settings if you toggle Force unassign tickets from on/off or off/on depending on the behavior you want, that will reset the value.

    0
  • James Kwon

    @... Tags are enabled. I also toggled the Force unassign tickets from on back to off. I tested again and it still isn't working. I tested on an open and pending ticket that had the same assignee.

    1. Set agent to unavailable via OOO app and checked off the Unassign All Open Tickets before saving.

    2. Both tickets still show the same agent as the assignee.

    3. Replied to pending ticket as end user.

    4. Ticket that was replied to remained assigned to same agent.

    2

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