Installing and using the Out of Office v2 app

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13 Comments

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    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!

    7
  • Mandy at Paperless Post

    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 Manager

    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

    @... 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
  • François Spinnael

    I'm having trouble with the app.

    Does other people have the same issue ?

    I installed it in production & set an agent as unavailable.

    I waited on the web page till it said "Error, some tickets not updated etc etc" 

    Then I looked to the cases:

    I've 222 cases assigned to this agent for which 26 cases didn't received the tag "Agent_ooo".

    In my view I removed the "problems" to be sure that wasn't the issue. 

     

    What can be the reason ? 

    Because thats more than 10% issue rate. 

    1
  • Anita Rajkumar

    This trigger not adding agent_ooo tag to tickets which are assigned to the agent when agent set him as unavailable.  please suggest 

     

    1
  • Sabra
    Zendesk Customer Care

    Hey Anita Rajkumar! Depending on how many tickets the agent had assigned to them, it could take a bit before you see the update reflected in the ticket. As mentioned in the article, updating 5000 assigned tickets can take up to 8 minutes. Also, if you don't have the  Surface errors encountered when bulk updating tickets? setting enabled, I would recommend doing so. Enabling this option causes the unassign process to take longer, but it will surface any errors encountered while updating tickets so that they can be addressed. If you have specific example that you would like us to look into, feel free to open up a ticket with us so we can investigate further!

    0
  • Joe Keville

    Hi, is it possible to set up a trigger when an agent marks themselves as out of office, all of their current, pending on hold and open tickets are assigned to a selected agent.

    We have a system in place where by an agent works Monday to Friday and then passes their tickets an agent who works weekends.

    It would be great if we could make this an automatic process using this app.

     

     

    0
  • Kristian Tungland

    Hi, Joe Keville,

    Yes, I think you can. We have a trigger that is based upon the tag that Out of Office app use:

    So put this and all other conditions you want in the trigger to perform the action you need it to do. 👍

    0
  • Joe Keville

    Thank you Kristain, that worked well.

    Joe

    0
  • Kristian Tungland

    Your welcome. I'm glad to hear that!

    0
  • Luke Aleo

    We have begun using the Out of Office App but some agents are not seeing the notice that an agent is unavailable. We've tried updating Google Chrome but the box still does not appear for certain users. Any suggestions on this?

    0

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