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Installing and using the Out of Office app



Edited May 07, 2025


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48 comments

1263758885790 We experienced similar issues, and the only workaround from Zendesk Support was to toggle the Agent Availability flag off/on again and see whether it errors out or not.  Apparently, the bulk update can be buggy and unreliable.

 

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We've recently had an issue (I think it's new at least) where the agent-ooo is not being removed from tickets when an agent sets their status back to available. This causes all sorts of issues (as you'd imagine) when someone takes a single day of PTO and their pending ticket that they've been working on for a few days suddenly ends up in someone else's queue after it's randomly unassigned because the tag is still there.

 

I don't see a trigger to add this back anywhere so I'm not sure how to fix this. Is anyone else having this problem? Has anyone else seen this and been able to resolve it?

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I am also here to express my interest in allowing non-Admins to toggle the status of other agents on the behalf. It would be great to be able to specify which Roles have this ability!

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My team is having many of the same issues that I can see has been complained about many times for many years. Is it possible to share the github of this project, that way we are able to fork the projects, and implement our own version of the app. I found the github for the old version already, but I have not managed to find the new version 

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Our organization does not want Open tickets to be unassigned as our Agents are highly focused and specialized. However, we use the agent_ooo tag to keep track of customer responses and reply as needed to tickets on behalf of the assigned Agent while they are OOO.

 

The app however, only applies the agent_ooo tag to tickets that are pending, on-hold, and solved. It does not apply them to open tickets. Why is this? Is this the expected behavior?

@John DiGregorio seems to have submitted this issue back in May, 2023. Was there some resolution?

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Will this decade old problem be solved with the release of unified statuses? Add a custom status called Out of Office, and let the agent custom status be included as options in triggers and automations. Problem solved.

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Checking in on this. 

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Also! I feature request: It would be amazing to be able to add a Available/Unavailable (out of office, in office) column to views. This way, Team Leads and quickly identify tickets and agents that are out of office. :) I know there is a setting the unassign tickets when a person goes out of office but we don't want to utilize that feature. 

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Hello,

 

We've encountered an issue that contradicts this segment of the documentation:


Tickets that are assigned to an unavailable agent with a Pending and On-Hold status, but are updated to Open, are reassigned to the respective ticket's parent group. However, the Assignee field becomes empty. Status changes from Pending or On-Hold occurs when an end-user replies to an email notification.


While doing testing, we found that when an Agent takes a ticket in a Pending/On-Hold status and updates the Assignee to an Agent who is unavailable (out of office) and submits as Open (changing the status from Pending/On-Hold to Open), the ticket will not update. We DO have Prevent Assignment flagged. Is this causing the conflict? If not, can someone help resolve the issue? :)


 

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Hi Ivan

Thanks for creating a ticket.
There had been no(!) role or group restrictions enabled in the "Out of office" app configuration:

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