Out of Office app - official feature request thread

21 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.  

    2
  • Diana H.

    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.

    4
  • Rudolph Beaton

    +1 to what @... 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 Beaton

    @... - 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!

    2
  • Chris Fellows

    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 Beaton

    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 Beaton

    @... - 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
  • Mandy at Paperless Post

    Since the app update to V2 in 2019 we have experienced almost daily issues with tickets remaining in agent Views when the agents are set to Unavailable. This bug has caused many frustrating experiences for our customers and has prevented us from maintaining our SLA on multiple occasions. I opened a ticket about this in Oct 2019. Finally in January of 2020 we received this response:

    Unfortunately it looks like you're running into a bug in the app. The good news is that our devs are already working on fixing it.

    This in June of 2020:

    Our engineers are still exploring the best way to fix the underlying issue here. I've let them know that this remains a big problem for you (and other customers), and I'm waiting to hear back from them on their plans moving forward.

    And now finally this update:

    We have received confirmation from our app developer team that there are no immediate plans to address the OOO app's underlying infrastructure and the behavioral limitations that we previously discussed will unfortunately remain in place going forward.

    0
  • Au Finh

    I'll have to admit that solving for the different out of office use cases is pretty challenging.

    If you also happen to be looking for an auto assignment (round robin) solution, you might want to take a look at our Playlist app. 

    Playlist has an implementation of OOO. It's similar to the Zendesk Labs app but streamlines the agent's status for both round robin and OOO. 

    0
  • Adrian Bishop

    Hi,

    This app doesn't seem to work with side conversation tickets, is there a fix for this please?

    Also, it doesn't always work anyway, I see tickets assigned to agents who are unavailable and we then receive complaints from customers due to lack of response.

    1
  • Steven McLain

    Bumping to request a feature to add schedules so agents will automatically move into "Unavailable" on their rest days.

    2
  • Molly Short

    +1 To @... request.

     

    Additionally, would be nice if there was a visual notification for agents when OOO is set. Currently it's easy for agents to forget to set themselves as available, as there is no reminder upon login or any visual difference in the UI.

     

    Something like Slack's feature that asks if you want to set yourself to active when you navigate back to it after setting yourself away would be super helpful!

     

    0
  • Au Finh

    @... like this?

    0
  • Molly Short

    @... yes! Something just like that in the Out of Office app would be super helpful.

    0
  • Marc Dufour

    If a ticket is updated for an OOO user, and it unassigned to the open pool, If that ticket is reassigned back to the OOO agent as an Open ticket, that OOO tag should be re-added in case it gets updated again.

    I'm trying to build a trigger to do this but I can't wrap my head around it. Anyone else able to help me logic this?

     

    UPDATE

    So I see we cannot have an "open" ticekt with the OOO tag as it triggers to go to the unassigned pool. I get it. So I want to reassign it to the agent in the "Pending" status and have the tag re-added. This does not work and I can't figure out why.

    0
  • Marc Dufour

    Also, I assume if we add an email notification to the "unassigned" trigger that would work to alert support agents that a ticket was updated for an OOO agent. I'll try that

     

    Update, The trigger cannot be modified. If we match the conditions perhaps an email can be sent. I'll test that

    0
  • Au Finh

    Marc Dufour I believe you can clone the trigger that is included with the app and then deactivate it. Moving forward, you can work off of the cloned version.

    0

Please sign in to leave a comment.

Powered by Zendesk