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[Out of Office App] Allow Team Leads to Change Agent Status

Planned


Posted Oct 09, 2019

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.


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18 comments

Official

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Kolten Kittleson

Zendesk Product Manager

Hello folks!

I am the new Product Lead for our Marketplace Apps team and just wanted to chime in that well right now the option to allow a non-admin to configure settings within the Out of Office app is not possible, we are looking at entering into discovery on this issue shortly (we are looking at starting this Q3 of '24). 

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Kyle Jones

Zendesk Customer Care

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.

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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.

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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.

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Nicole Saunders

Zendesk Community Manager

Thanks for sharing your feedback, Hillary.

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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.

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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

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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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Brett Bowser

Zendesk Community Manager

Hey everyone,

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!

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Jacob the Moderator

Zendesk LuminaryCommunity Moderator

Bless you Kolten!
I was talking with my team about this issue not more than a few hours ago 🙏

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Kolten Kittleson

Zendesk Product Manager

Hey Jacob the Moderator

Appreciate the support! I did add that we are going to start this in Q3 of 2024 and added this as the official comment, so the location changed from just above your post to the top. 

As always I encourage more users to comment if this is a change that would impact their workflow (both positive and negative impact is useful when reviewing changes), and keep an eye out for updates! 

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Another feature that would be AMAZING for the Out of Office app is the ability to sort by agent status on the side navbar app list. :D 

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We would use this all day every day! 

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I would love this to be a feature in the OoO App. You have my upvote

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I’m curious if there are any updates on this functionality now that we’re approaching the end of Q3.


 

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Has discovery begun for non-admin to configure settings within the Out of Office app @...? https://support.zendesk.com/hc/en-us/community/posts/4409217547546/comments/6811589815962

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Hi Kolten Kittleson,


Can we have status of this - option to allow a non-admin to configure settings within the Out of Office app
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.

Has the discovery begun for non-admin to configure settings within the Out of Office app?

 

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Shawna James

Community Product Feedback Specialist

Hey everyone. A member of our product team responded to another thread on this same topic of OOO app here with an update. In order to consolidate posts and help our PM's get you responses, I am going to close this post for comment and ask folks to add any additional thoughts over on the thread provided: https://support.zendesk.com/hc/en-us/community/posts/4409217178522-Out-of-Office-app-official-feature-request-thread. Thank you for taking the time to share your feedback and we look forward to sharing more updates with you in the future!

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