Out of Office app - official feature request thread

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Tiffany Green

Zendesk Employee

Posted Mar 13, 2020

This is the official feedback topic for Out of Office. Please refer to the guidelines on feedback posts for Built by Zendesk apps (https://support.zendesk.com/hc/en-us/community/posts/360040001354-Feedback-on-Built-by-Zendesk-Apps-General-Guidelines) before posting here. We’ll try our best to check this and respond to your queries. Thank you for taking a moment to submit your feedback!

If you see a suggestion for a feature below that you would also find useful, please feel free to upvote it so that we can focus on features that would help the most users!

If you're looking for information on setup or use, please see the instruction article here: https://support.zendesk.com/hc/en-us/articles/204076066-Installing-and-using-the-Out-of-Office-v2-app

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55 comments

Date
    Newest

      Official

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      Vishal Jethani

      Zendesk Product Manager

      Hey folks,

      The enhancement to enable access to the Out Of Office app and allow non-admin agents to override the Agent OOO status is scheduled for next year. We will keep this thread updated with more concrete timelines.

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      Shawna James

      Hello everyone, thank you for your continued engagement on this thread and expressing your interest in this feature request. We understand that this feature is a priority for many of our customers. I reached out to the product team on this matter and wanted to communicate this is still a priority for development but remains in our backlog due to resourcing contraints. We understand how important this feature is for you; at this time we do not have a timeline on delivery however should that change, or when we know more, we will share. Thank you again for your feedback and for being valuable customers of Zendesk!

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      Samual Preiss

      It's been some time since this was last mentioned, can we get an update on whether it is still being looked at this year?

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      AKW Admin

      Hi, pls consider functionality for Closed tickets → Follow up tickets. When Follow up ticket is created, it is not checked if asignee is available or OOO. 

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      Jimmy Rufo

      Some feedback on this feature:

       

      1.  The existence of this setting suggests the feature is not very robust, and subject to buggy behavior.  Are there plans to improve stability?

       

      2.  For the errors referenced above and shown to the agent below, can we pleave have an option for this message to  be sent to other admins?  My fear is an agent will set themselves as OOO, not see this message, and leave for a few days.  They may be forget to re-toggle the setting, or simply not see the message.

       

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      Allison Fortson

      Hey hey! Any chance we could enable OOO assignment for side conversations? When an agent is marked OOO, we aren’t able to assign new tickets, but we are able to assign side conversations. There’s no indication that an agent is OOO when assigning a side conversation! 

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      Morten Kristensen

      1263082213069 the year is coming to an end, is there an update for the OOO app? We're struggling with the permission issue on a regular basis, where admins need to be involved because supervisors cannot perform this action. 

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      Jahn Bronilla

      Hello Kolten Kittleson - is there any update with the progress and feature request for the OOO app? 

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      Binh Du

      I would like to request the ability for Agent Status to be linked to the Out of Office app, by setting up either the Offline Status or a custom OOO status to turn on Unavailable for agents who have set themselves Offline or OOO in Agent Status. Our current usage is that all agents remain Online through an API script and only mark themselves Offline when going Out of Office, so having the two linked will ensure no tickets are assigned to them through the Zendesk Interface or through Triggers/Automations/Macros, but instead unassign to the Group and send out a group notification.

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