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Out of Office isn't working when someone's CC'd

David Rushton

I think there may be an error with your out of office app – when someone is set to unavailable you can still assign a ticket to them if anyone else is cc’d into the ticket –  we’re not receiving a notification to say the agent is unavailable.

Also, when someone sets their out of office to unavailable we seem to be able to assign a ticket to them, then after the first ticket has been assigned, we then start receiving the notification to say they’re unavailable. It takes the system a while to pick up that someone has set themselves to unavailable.

10 Comments

  • Chris Fellows
    Zendesk Team Member

    Hi David,

    I just tried this on my account and wasn't able to reproduce this.  Something that may be happening here is that when someone is set to OOO, it may take a few mins before the process completes the tagging of tickets and sets the OOO status for the agent.  This could explain that it allows you to assign a ticket, then a few mins later it stops you.  I don't believe there is anything in the App that looks at the CC when checking OOO status so not sure what could be causing that other than the delay discussed above.

    Chris

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  • David Rushton

    Hi Chris,

    Thanks for coming back to me.

    We have replicated this a number of times. Sometimes the OOO has been set for 30 mins + and this still happens. What's the best way to demonstrate this?

    Thanks

    0
  • KNIME GmbH

    Hi Chris,

    we have the same issue. And we can recreate this, independently how long the agent was already set to OOO.

    Furthermore, I see the status of the agents as available until the tickets get first assigned.

    That is really bad for us, as we keep having tickets assigned to OOO agents.

    Can you help us fix this?

    0
  • Brett Bowser
    Zendesk Community Team

    @Iris and David, I'm going to get a ticket created in your behalf so this can get looked into further.

    Thanks for bringing this to our attention!

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  • Jim Stratton

    I have one example of this from earlier today.  We'll do some more testing but I will be interested to get updates.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jim,

    It looks like we have a problem ticket related to this issue so I'll get a ticket created on your behalf to dig into this further.

    Cheers!

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  • David Rushton

    Hi Brett, 

    Please can you provide us with an update on resolving this issue with being able to assign tickets to people whilst they're set as unavailable?

    Thanks

    0
  • Brett Bowser
    Zendesk Community Team

    Hey David,

    It looks like our developers are still looking into this issue and your ticket is still open with us. I've reached out internally to see if we have an update to provide you in your ticket.

    Thanks for sharing this with us!

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  • David Rushton

    Thanks Brett, if you can share an update as soon as possible that would be appreciated.

    0
  • Nicole Saunders
    Zendesk Community Team

    The devs hav indicated that they're currently testing a fix, so hopefully it will be available soon.

    0

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