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Installing and using the Out of Office app



Edited Dec 17, 2024


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46 comments

Megan Leach - Hello Megan are you talking about an out of the box feature or still the Out Of Office Application.   I uninstalled OOO application as is it didn't work on new or open tickets.  Based upon your post I looked but didn't see and Agent Out option on the profile

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Julia DiGregorio - I believe it's a part of the out-of-office app. So before, agents who are part of a group that the OOO app is enabled for, can go into any ticket and toggle on/off their availability. They can also do this by going into their profile and using the app on the right-hand side. 

or 

However, recently, in an agent's profile (all agents regardless of if they are in the OOO app group or not) on the left-hand side, there's a checkbox. This isn't listed anywhere in the article and acts differently than the app. 

I want to better understand what this checkbox does as it doesn't demonstrate the same functionality as described above (i.e. no pop-up where the agent can select to unassign tickets). 

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Megan Leach thanks for the clarification.   I tried the app last year and found it very limiting and didn't like the fact you couldn't change the triggers for Open and New Tickets

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Chris Wooten

Zendesk Luminary

I may be off but did the triggers lose fields for the assignee in one of the latest updates?

My trigger now references the requestor instead of the user? Is this correct? I am getting reports of tickets not moving when they reopen. I have had this set up for over a year with no changes. This option in my trigger history is not even available now. Has anyone else seen this?

This is what it was.

 

This is what is says now.

 

 

 

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Hi

The "Out of office" app works fine for almost any of our agents. There are just "Restricted agents" which fail to use it.

The agent group which has troubles in using the "Out of office" app is the only one of our company which is defined as so-called "Restricted agents", i.e. all agents of this group just has access to "Tickets in agent's groups", see below:

 

It seems that the "Out of office" app does not work properly for such "restricted agents". They get stuck in a never-ending message "Loading agents" when the "Out of office" icon is clicked. They never get the agent list to modify their own availability status.

Is it a known restriction of the "Out of office" app that it cannot be used by "Restricted agents"?
I did not find any information about such a restriction in the "Known limitations" section of this document.

Do "Restricted agents" of other companies run into same "Endless loading agents" issue when they try to use the "Out of office" app?

Thanks for bringing some light into this.
Juergen

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Ivan Miquiabas

Zendesk Customer Care

Hi Jürgen Wagenbach
 
Thanks for reaching out! When you say "restricted agents" are you referring to role and group restrictions? We would need further checking on your issue, Screenshots and HAR file, Thus I would encourage you to send us a ticket following your options here
 
 
Cheers!

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Hi Ivan

I am surprised to read that it seems not to be fully clear what "Restricted agent" means because this term is defined by Zendesk ;-).

Please find Zendesk's "Restricted agents" definition below:

"A restricted agent doesn't have access to all of the tickets within a Zendesk account. They're only able to view and edit tickets within their organizations and groups. If an agent is restricted they're also unable to edit or create end users."

See "Restricted agents" also explained in these links of Zendesk documents:
-> https://support.zendesk.com/hc/en-us/articles/4803993367706
-> https://support.zendesk.com/hc/en-us/articles/4408883763866

The Zendesk documents explain clearly what I meant with "Restricted agent". It is agent which belongs to an agent group which has just the right to access tickets of his own group. My already copied in screenshot shows this configuration quite clearly:


The screenshot shows that the agent belongs to the agent group "Measurement Technology" and he / she has just access to tickets assigned to the group "Measurement Technology". The agent can add "Notes and Replies" to any ticket assigned to this support team group but he / she has no access (and cannot see) tickets assigned to other support groups. We use this configuration to keep the "Measurement Technology" group away from viewing tickets which they are not in charge of.

I am afraid that there are no other screenshots which might be useful or can be shared. If such a "Restricted agent" clicks the "Out of office" palm icon, he / she gets permanently the message "Loading agents" but this list is never loaded.




It just seems to be possible for "Restricted agents" to modify their "Out of office" status directly in their account using the app via the selection (but not via the "Palm" icon):


P.S.:

  • I do not know what you mean by HAR file?
    If you need such a file, please let me know what it is and how to create it.
  • Feel free to create a support ticket out of my request in here with me as a requester. I hate to waste time with the Z-Bot before I get a chance to insert my request in a ticket's webform.

Thanks 
Juergen

 

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Ivan Miquiabas

Zendesk Customer Care

Hi Jürgen Wagenbach
 
Apologies for the confusion what I meant was on the on the restriction on the app itself, explained on this article. I was about to ask what is the current set up on the app itself not specifcally the defined general term in Zendesk which you are correct it was explained thoroughly, but there are also what we called "Role restriction" and "Group restriction" settngs on the app settings. I wanted to ask if this s enabled on your Out of office app or not? 
 

But anyway, I created a ticket on your behalf so that this can be checked further, this is the ticket number: 12437690
 
 
Cheers! 

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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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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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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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Checking in on this. 

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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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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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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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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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