Free / Close/ Vacation days

6 Comments

  • Erika Camille Sundian
    Zendesk Community Team

    Hello Denis,

    Could you clarify your question a bit for me or give more detail on what you're trying to do? Any additional information you can provide is appreciated. Thanks in advance! :)

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  • Rob Fea

    Outlook calendar integration would be excellent. Currently, I have a trigger that we Activate/DeActivate that emails all agents when someone is out of the office. It would be preferable to link each agent to their Outlook 365 account and have the trigger reference that calendar to determine if the ticket should be reassigned or agents notified. Ideally, you could also specify "backup" agents so that the ticket could be reassigned based on configuration, but the calendar integration would be a great first step.

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  • Denis Menard

    Hello,

     

    Yes, it can be a great option.

    Our need is to pur in Zendesk closed days, national days for 15/20 countries. It's quite long

    If I can connect ZD to O365 or upload closed days with a csv. It will help.

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  • Ben Van Iten
    Zendesk Community Team

    Hi Dennis,

    Are you saying that you'd like to link Zendesk to Outlook or another calendar program so that Zendesk can automatically set-holidays based on that? As much detail about how you'd like to use it would be preferable.

    Thanks!

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  • Rob Fea

    From my perspective, I'd like to be able to link each of my agents to their user on the mail/calendar server (in our case Outlook365). Zendesk could then be aware of their out of office calendar entries and would allow me to configure Triggers based on that information. In addition, it could also be aware of holidays...possibly by looking at a specific user's calendar or other method?

    For example in a trigger:

    IF:

    - Agent is OOO, and

    - Ticket is Created OR

    - Ticket is Updated

    THEN:

    - Email backup agents

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  • Denis Menard

    Hello,

     

    The 2 options can be interesting :

    Zendesk connect to my own Outlook calendars to get my OOO, vacations, free Days... Can be a good thing to know who is available.

    Zendesk link to calendars from Outlook or other programs (even a csv file) to get all National days (eve's day, christmas for europe for example).

    On my side, my first need is to get the second option to get national days in Zendesk in function of countries

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