[Out of Office App] Allow Team Leads to Change Agent Status
We have a large number of agents in our Zendesk, operating across several locations. Frequently, we will need to engage the OOO status using the OOO App on behalf of one of our agents, especially in the case of an unexpected absence when the agent is not present to change their own status. In such cases, the team must send an email to an admin to have this done for the agent.
We would like to make this more efficient, since we do not have an admin at each site, and the sites may operate in different time zones. If we could delegate a team lead with the ability to set agents OOO, without giving them admin status, this would be a perfect approach. Please enhance the OOO functionality in Zendesk to allow for this behavior.
I just wanted to share a quick update with you :)
This is something in Explore that we have heard a lot about from our customers and our product managers have plans in H2 of 2022 to start working on our “Taking an Action” feature for our Live Dashboards.
We have plans to support many actions in the future and you will be happy to know the first Use case we plan to tackle this year will be to allow Supervisors or Admins to change Agent Status directly from an Explore Live Dashboard.
Thanks again for taking the time to share your feedback with us!
Hey there Zac,
This is a great question. I've done some research on my end and it doesn't look like there's a way you can work-around an admin setting this. I tried to frankenstein a custom role together to see if there was a specific setting that would allow access, but the app's access doesn't appear to be tied to a role attribute listed within our options for customization.
However, I think this is great feedback and I can definitely pass it along on my end. Thank you for bringing this to our attention and I'm very sorry I didn't have better news here.
Thanks Kyle - yep I knew that was completely impossible as it currently stands, and would love to see some improvements to the product that allow for it.
Agreed. It would honestly be helpful if anyone could mark someone in or out (we would open it up to anyone at our organization). Right now it's only admins if an agent forgets to mark themselves out or calls in sick.
Thanks for sharing your feedback, Hillary.
This functionality can be further extended: an absence status along with a date/time when an agent is expected to be back to work are better be possible to set by:
1) via manual setting - by an agent, individually for the agent themselves
2) via manual setting by an admin, for any of the agents in the organization which the admin is responsible for
3) via an API, automatically: there has to be a specific API request which Zendesk can make to a third-party server (or a proxy, which can have plugins, allowing to request this info from different kind of sources). Many companies have internal employees directories, implemented as LDAP servers or web (HTTPS) services (accessible via LDAP or HTTPS/JSON), and it would be very convenient to reuse the information about agents' availability status already existing there.
Hello. My organisation also needs this kind of feature. We like to keep a small number of Support admins that can change all our settings but have several team managers. Team managers should be able to set agents availability if needed and not request admins to do so.
Please add this to the next release
I also agree that my team would very much benefit from giving other roles (besides admins) this ability. Please make a feature request for this! thanks!
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