Installing and using the Out of Office v2 app

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173 Comments

  • Jackie Ordan
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    Chris Fellows 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

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  • Chris Sos
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    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

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  • Aditya Sharda
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    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).

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

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  • Chris Fellows
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    Hi Jackie and Aditya,

    We are looking into this issue now.  Thanks!

    Chris

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  • Mandy
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    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
     

     

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  • Ariana Tobias
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    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). 

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  • Ryker Daniel
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    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.

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  • Mandy
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    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.

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  • John Tieu
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    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? 

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  • Helder
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    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?

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  • Mandy
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    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?

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  • James Kwon
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    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. 

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  • Chris Fellows
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    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.

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  • James Kwon
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    Chris Fellows 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.

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  • Fabian Trattnig
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    I've the same issues that were already reported above from several persons:

    1. Sometimes some tickets remain assigned (status "open) to an agent if OOO is activated. This seems random and can be 0-10 tickets. If we toggle the status several times, in the end, all tickets are unassigned - this did work perfect before (tags for users and orgs are active)
    2. The OOO tag seems not be applied on tickets with the status "pending" or "closed". This leads to the result, that reopened tickets are not unassigned. We did have the same behaviour in the V1 version, but as I can read in the descriptions below this should work as well

    Can you give me any hints what might help here? Or should I contact support directly for these issues?

    Thanks a lot - as this app is very helpful for us,

    Fabian

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  • Richard Bates
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    Fabian Trattnig We are seeing similar problems.

    A workaround I am trying with our team is to:

    • When an agent is going out of office, use the Out of Office feature as normal. It seems to apply the agent_ooo tag to some but not all tickets. This is the tag used by Zendesk to unassign tickets if they are responded to.
    • Then to catch the others tickets that fail, run a search for assignee:me status<closed -tags:agent_ooo (note the minus sign before the 'tags').
    • Then bulk update all of those tickets to be have the tag agent_ooo - this should mean they unassign as you expect them to.

    Then when someone comes back into the office:

    • Use the App as normal to mark the agent as back in.
    • Then run a search for assignee:me status<closed tags:agent_ooo (note there is no minus any more)
    • This will catch any it hasn't updated correctly
    • Then bulk update these to remove the tag agent_ooo

    Hopefully that will help - I'll update here on how we find it.

    Thanks

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  • Fabian Trattnig
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    Richard Bates Thank you - I'll try that for a workaround, but seems reasonable.

    We had a third issue yesterday as well - an agent was not able to remove the OOO-status with the app (neither with the icon in the left pane nor when accessing her user directly (and toggle the switch in the OOO tool)

    We were able to solve it with removing the agent_ooo tag manually from her user

     

    I'm curious if somebody at Zendesk is already working on fixes for these issues, as V1 was better (from my current perspective). Ben Evans maybe you can give us an update here - if a ticket for support is needed I'm happy to do that

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  • Tim Myers
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    I don't understand why Zendesk has not jumped on these issues.  This is a simple App and provided by Zendesk.  It would be nice if Zendesk would jump into this thread and provide an update on this App.  

    Especially since this App was updated by Zendesk on our system to V2.

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  • Jake Bowen
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    +1 on a very frustrating Support ticket on this app. After numerous back and forths, I was given no troubleshooting steps at all, nor did the developer I was speaking to admit there was any issue with the app, despite the numerous public reports here - and Zendesk commenting publicly here on the issue.

    Since I received no help, I tried re-installing the app. This caused an issue with the old ticket field conflicting with the new ticket field, which caused agents that were set to Unavailable to be stuck in this status. The only way to remedy this was to remove the OOO tag from every unavailable agent, then reapply it.

    Alas, the issue persists.

    This issue has caused countless hours of Admin support since the update, and it's disappointing to see no effort here from Zendesk to resolve it. Please give attention to this issue.

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  • Chris Fellows
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    Hello,

    Thanks for the comments! We have been reviewing them and have been working on updates when we find it’s an issue with the App. Some issues may also be due to triggers that were updated or modified while being used in V1 and affecting how V2 works, so we are looking at those use cases as well and may have created tickets on your behalf. Thanks!

    Chris

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  • Katie Pursinger
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    We are having issues with this app ever since switching to V2. It no longer prevents assignment to agents when they are out of office. In looking at the tickets it appears that the tag isn't actually tagging the agents. We have not changed any of these settings, so I believe this is an issue with the app itself. 

    When do we have a timeline for when this will be resolved? 

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  • Josh Roberts
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    It appears many other users have left reviews and comments regarding the inability for non-administrators to toggle the availability status of other users. Are there any future release plans to allow this functionality? The Administrator should have the ability to select what roles (Team Leader for example) can toggle the availability status of agents. 

    I really hope this is planned for release soon.

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