Out of Office app - official feature request thread

11 Comments

  • Jonathan Panka

    I Would like to add a message, to the trigger, but its not possible 

    Hi team,
    {{ticket.assignee.first_name}} is out of the office and one of his tickets has been updated. Can you watch it?
    The details are below:
    {{ticket.comments_formatted}}
    1
  • Erica Sutherland

    This app seems to time out before all of an agent's tickets are updated. We currently have 17 agents who are ooo currently in the app and 1100 of their tickets are not tagged as agent_ooo. This seems like a massive loophole and is a pretty major workflow concern for us. I have a support ticket in for this issue as when we initially reported it this was not detected. If an agent is ooo, there should not be a timeout on how many of their tickets get updated with the agent_ooo tag. In the absence of that tag, none of the triggers related to the app unassigning tickets will work properly. 

    It's working for everything but solved tickets in most cases- so we aren't seeing nearly as many tickets get missed that are in a 'less than solved' status. 

    0
  • Kalle Windefalk

    Please add the ability to schedule an agents out of office duration. 

    We have a trigger that put the ooo agent's ticket back to the default group/view upon ticket update for that agent. 

    We set all the tickets in on-hold for an agent on leave and if the (admin) forget to set the agent to available, all tickets are thrown back to the standard group and someone has to clean up the mess. =)

    This would be solved with a schedule function, setting the agent to available a certain date.  

    1
  • Diana Hofer

    Please add the ability for roles other than Admins to override an Agent's OOO status. We would like Supervisors to have the ability to override OOO status but do not want to give them Admin access/permissions in order to do so.

    3
  • Rudolph

    +1 to what Diana Hofer said. This is a daily headache for our team, and it would make this amazing app much more amazing to have the flexibility to control what roles can control other agents' availability.

    1
  • Rudolph

    Tiffany Green - Any word on the request for non-admins to be able to update other agents' statuses? As it stands now, we are likely moving away from using this app if this feature is not added. Our security dictates we can't have as many admins as is required to efficiently utilize this app.

    Lots of folks have requested this feature. Thank you for the update!

    1
  • Chris Fellows
    Zendesk team member

    Hi Rudolph,

    Sorry for the delay in an update.  We actually would love to add this feature in, but we are currently restricted by the underlying API that the App uses.  The API security allows users in Admin roles to update all users, but only user roles to update themselves (OOO Status).   The alternative would be to elevate everyones privs in the App which has other side affects and larger security concerns.  We are constantly reviewing updates from our Product team on this and will add this functionality if it becomes available.  Thanks!

    Chris  

    1
  • Rudolph

    Understandable. Thanks, Chris.

    0
  • Stephen Weaver

    Please remove the action that changes the updated date on

    all the agents tickets when the agent is put OOO.

    Tickets should not be "updated" until the end user/customer or agent adds a comment?

     

    Please see your support ticket #6388903, where I have been told that

    the OOO app will not work for us?

     

      

    0
  • Rudolph

    Stephen Weaver - Speaking to you as a fellow ZD user and not someone who works on or for the OOO app:

    I doubt the OOO team can accommodate your request, because ZD defines an update as any change made to a ticket, and the OOO app must make changes to the ticket to function. However, if you're finding that this is messing with your triggers or automations, I recommend trying to change the rules to "updated by requester" or "updated by assignee" rather than just "updated". This might help fix the issue you're facing. 

    0
  • Stephen Weaver

    If you read the ticket you would see we don't use triggers,

    we do a manual check.

    Why was this introduced in version 2, it was not in version 1?

     

    0

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