This app tracks the availability of all agents in the account. It updates all pending, on-hold, and solved tickets with a tag when an agent is unavailable. Optionally this can be extended to open tickets as well. This allows business rules to be created which act on ticket updates when an agent is unavailable. The app will install a default rule which unassigns tickets which have unavailable assignees when they are set to status "open". The app can also prevent manual assignment of tickets to an unavailable agent.
For additional information and feedback, see the app documentation and submit feature requests.
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Apps install directly into your account
Nice app
Only Admins can use it properly. This app is not always reliable.
Trying to make a trigger for Tickets that created by email over a support email Adress and check the "Out of Office" Status to give them back to a group don't work. Because the outcome from the trigger rule is always the same. The Status of the "Out of Office" Switch has no effect on the trigger. I think the Problem is that the App has no update since 3 years now.
This app has been working for us, however, it would be great if there could be some local customization of the app done, such as for tickets that may be Pending or On Hold for a user that is out of the office, having their name be italicized and/or show up in red to indicate in the different views that the user, although assigned Pending or On Hold tickets, is away.
As others have mentioned, the app is completely broken. The app seems to timeout due to a specific number of agents marked as OOO or more likely a rate limit on the number of tickets that need to be updated with the agent_ooo tag. I finally received confirmation from Zendesk support after extensive testing and a lot of back and forth: "I received confirmation that we have no plans to improve this app in the immediate future. We encourage you to take a look at some third party options that may work a bit better for you" This "may" work for a smaller team but know that this app will need to be replaced at some point. The fun part is there's no quick replacement unless you have a large budget or developers.
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