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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