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zendesk / out_of_office_app

An app to keep track of, prepare for, and handle out of office agents and their tickets
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tag agent_ooo does not work #222

Closed adekauff1 closed 7 years ago

adekauff1 commented 7 years ago

Hello,

I think the tag "agent_ooo" is not working properly. It seems that the app Out of Office automatically sets up this tag once an agent sets itself as unavailable but how can I know that the tag is well set? I am trying to set up the following : when an agent is OOO, if one of his solved/pending/on-hold ticket gets an answer from end user, it will reopen as "open" and i want these tickets to be assign to a specific group. However, so far it does not seem to work, and I think it's because the tag "agent_ooo" is not applying.

Nebopolis commented 7 years ago

Hi @adekauff1,

You should be able to see the addition of the tag in the ticket event history:

screen shot 2017-02-16 at 1 28 31 pm screen shot 2017-02-16 at 1 34 04 pm

The primary function of the app is to add and remove the agent_ooo tag, so if that isn't happening you may want to try uninstalling and reinstalling the app. You should be able to modify the default trigger to have the behavior you are looking for.

-Ben