Installing and using the Out of Office v2 app

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181 Comments

  • Fabian Trattnig

    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

    1
  • Richard Bates

    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

    2
  • Fabian Trattnig

    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

    2
  • Tim Myers

    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.

    2
  • Jake Bowen

    +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.

    3
  • Chris Fellows
    Zendesk Team Member

    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

    0
  • Katie Pursinger

    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? 

    3
  • Josh Roberts

    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.

    3
  • Kevin Ford
    Community Moderator

    I have been trying to understand when the agent_ooo tag is applied to open tickets. If I mark myself as unavailable, and the requester replies to an open ticket, nothing happens. No tag is applied and no reassignment occurs. Does anyone have any ideas?

    0
  • Erica Rey

    My team of 300 people have been reporting tagging issues for weeks. The app doesn't tag all tickets so our agents walk in from their weekends with open client tickets. I've met with the support team to look at the issues. I've met with support about this to no avail. It's definitely not a trigger issue either.

    Our solution has been to setup an automation that unassigns tickets that have been Open for 24+ hours as a safety net. Hope this is helpful as a short-term solution!

    0
  • Chris Fellows
    Zendesk Team Member

    Hello,

    The Out of Office App doesn't mark new/open tickets with the agent_ooo tag, only the pending, solved and on-hold tickets in case they are opened back up. When that happens the trigger then reassigns it up to the group of the agent.  When an agent sets themselves out of office it asks whether to unassign the open tickets at that time, so if that's not selected or the App setting doesn't force it, then the open tickets will stay with that agent.  There is an open issue that we are working on, where the open tickets sometimes don't get unassigned if the OOO toggle is done from the ticket sidebar.  We are recommending to only set the toggle from the user or nav sidebar.

    0
  • Kevin Ford
    Community Moderator

    Thanks. It seems like this isn't quite what I want. I don't want to unassign the tickets. Many of our customers have dedicated agents and the agent will stay with a ticket throughout the lifecycle. I was hoping to use the tag to send an out of office bounceback to the requester.

    EDIT: Although perhaps I can beat it into submission if I remove the two default triggers and add my own trigger that checks if the Unavailable field is checked.

    0
  • Chris Fellows
    Zendesk Team Member

    Hi Kevin,

    Gotcha, makes sense.  I can certainly see how that use case would be useful.  Let me dig into this further to see what options there may be.

    Chris

    0
  • Kevin Ford
    Community Moderator

    Thanks for the insight and assist, Chris.

    0
  • Tsvetan Marinov

    Hi,

    Can you please add an option which will allow other agents different from the administrators to also be able to adjust "Availability" for the other agents. I guess it can be the same as the "Enable role restriction?" which only enables access to the app, where we would like to be able to update other`s status as well.

    Side note: 

    This dropdown menu should also support typing.

    3
  • Kevin Miodek

    Hello,

    Is there anyway we can use explore to report on that feature? What I'm trying to achieve here is to gather data on how many days were people unavailable in a week or a month. That'd help us automate efficiency tracking on our side

    0
  • Rose Anderson

    I have just installed this app and used it for the first time yesterday when an agent was out. It is a lifesaver. However, I did find that the setting for "Prevent Assignment" does not work. I went into the queue for my agent who was out of office and found new assignments to him. 

    I created a test ticket saved it, and was able to assign it to him. I got the warning that the ticket could not be assigned due to the OOO status, but the ticket was assigned anyway.

    1
  • Chris Fellows
    Zendesk Team Member

    Hi Rose,

    I created a ticket so we can investigate this further.  Thanks!

    Chris

    0
  • Luveshen Pather

    Hi all,

    Are there any plans for the App to prevent the below methods from assigning agents?

    • The app does not prevent assigning tickets unless the ticket is updated individually through the Zendesk interface. Triggers, Mail API, REST API, and bulk editing will be able to bypass the assignment restrictions

    I have auto assignment triggers that I want to stop from firing while an agent is OOO but since I can't access Assignee attributes in the trigger I can't think of a way to do this.

    2
  • Trevor Kanaya

    +1 to Luveshen Pather's inquiry, I'm in this exact same position. Interestingly, we have this "Agent Out?" checkbox created by the app, but it can only be used in a trigger for the requester on the ticket, not the assignee/agent. If we could somehow have something to the effect of "Assignee Agent Out? > Is > Checked" or "Assignee > Tagged With > agent_ooo", that would solve the problem completely!

     

    Cheers,

     

     

    2
  • Chris Fellows
    Zendesk Team Member

    Hi Luveshen and Trevor, 

    Unfortunately the triggers are only looking at End User field values (requester) and not the value that agents would have set.  This is the checkbox value you're seeing on the agents which the OOO app creates.  Triggers and the Bulk Update screen don't have the ability to host or interact with Apps as well.  We are always looking to improve the App so when the data becomes available there we would look to add this functionality in. 

    0
  • Greg Schiestl

    I'm adding my voice to the pile of users who believe this app needs an enhancement to allow us to set either a Role or Group that is capable of marking other users as OoO.

     

    Allowing Administrators as the only role with access to this is a security issue with this app and is in dire need of improvement.

    1
  • Rudolph

    Same comment as so many folks over the past 5 years: This app is great but it is a massive inconvenience to not be able to adjust which roles can adjust agent availability.

    Please improve this critical shortcoming. Thank you!

    3
  • Administrator

    The word MASSIVE needs to be bigger!!

    1
  • Naomi Watnick

    +1 to having a role (other than Admin) be able to manage out of office status for others.  

    Use case: Team Manager needs to be able to set out of office for their Team Members when they suddenly go out of office or forget to set their status before their vacation.

    1
  • Heather Rommel
    Community Moderator

    Adding my voice to the others requesting that someone other than Admin should be able to set other agents as out of office. Admin access is WAY too much access for this small task!

    1
  • Mandy C

    Since the app update to V2 in 2019 we have experienced almost daily issues with tickets remaining in agent Views when the agents are set to Unavailable. This bug has caused many frustrating experiences for our customers and has prevented us from maintaining our SLA on multiple occasions. I opened a ticket about this in Oct 2019. Finally in January of 2020 we received this response:

    Unfortunately it looks like you're running into a bug in the app. The good news is that our devs are already working on fixing it.

    This in June of 2020:

    Our engineers are still exploring the best way to fix the underlying issue here. I've let them know that this remains a big problem for you (and other customers), and I'm waiting to hear back from them on their plans moving forward.

    And now finally this update:

    We have received confirmation from our app developer team that there are no immediate plans to address the OOO app's underlying infrastructure and the behavioral limitations that we previously discussed will unfortunately remain in place going forward.

    2
  • Administrator

    Mandy C,

    We to are very upset at the lack of support for this App.  We made a decision to stop using the App since it caused pain for not only our Agents but our Customers too.  The period of time that has lapsed without fixing the many issues is unacceptable.  

    My guess is the ZD App Developer Team is never out of the office or they do not utilize the App.

    2
  • Nicole Saunders
    Zendesk Community Team

    HI everyone - 

    Just a reminder that the proper place to provide feedback is in the community. Here's the official thread for feedback on the Out of Office app.

    This is the space that product managers will be following and responding to feedback going forward. 

    1
  • Slava Skorbezh

    Mandy C Zendesk has been making so many product changes during last 2 years. So it feels like they don’t have enough resources to support all products. We’re getting many such customer customer support replies :(.

    0

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