[Out of Office App] Allow Team Leads to Change Agent Status


  • Kyle Jones
    Zendesk Customer Advocate

    Hey there Zac,

    This is a great question. I've done some research on my end and it doesn't look like there's a way you can work-around an admin setting this. I tried to frankenstein a custom role together to see if there was a specific setting that would allow access, but the app's access doesn't appear to be tied to a role attribute listed within our options for customization.

    However, I think this is great feedback and I can definitely pass it along on my end. Thank you for bringing this to our attention and I'm very sorry I didn't have better news here.

  • Zac

    Thanks Kyle - yep I knew that was completely impossible as it currently stands, and would love to see some improvements to the product that allow for it.

  • Hillary Latham
    Community Moderator

    Agreed.  It would honestly be helpful if anyone could mark someone in or out (we would open it up to anyone at our organization).  Right now it's only admins if an agent forgets to mark themselves out or calls in sick.

  • Nicole Saunders
    Zendesk Community Team

    Thanks for sharing your feedback, Hillary.

  • Philip Torchinsky

    This functionality can be further extended: an absence status along with a date/time when an agent is expected to be back to work are better be possible to set by:

    1) via manual setting - by an agent, individually for the agent themselves

    2) via manual setting by an admin, for any of the agents in the organization which the admin is responsible for

    3) via an API, automatically: there has to be a specific API request which Zendesk can make to a third-party server (or a proxy, which can have plugins, allowing to request this info from different kind of sources). Many companies have internal employees directories, implemented as LDAP servers or web (HTTPS) services (accessible via LDAP or HTTPS/JSON), and it would be very convenient to reuse the information about agents' availability status already existing there.

  • Otilia Calinescu

    Hello. My organisation also needs this kind of feature. We like to keep a small number of Support admins that can change all our settings but have several team managers. Team managers should be able to set agents availability if needed and not request admins to do so.

    Please add this to the next release

  • Will Yolen

    I also agree that my team would very much benefit from giving other roles (besides admins) this ability. Please make a feature request for this! thanks!


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