Philip Torchinsky

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.