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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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Important reporting related problem - Possibility to set to which agent Ticket updates via the app are attributed #230

Closed hheusala closed 6 years ago

hheusala commented 6 years ago

When Agent puts him/herself OoO via the app this ticket update is done in Zendesk metrics by the Agent himself.

Lots of users use "assignee updated" in their very important agent effort related metrics in Insights/Gooddata. For a large consumer customer service there are easily hundreds of tickets that are not closed (even solved ones get this update) where one agent is an assignee. When this agent puts himself OoO or back from OoO via this app this results in all of those hundreds of tickets getting a touch/update by the assignee. Which then messed totally up all reports using Assignee updated as their timeframe.

Solution for this would be to have a setting under app settings for inputting the agent to whom all of these updates made by this app would be attributed. This way reports wouldn't get messed up

Nebopolis commented 6 years ago

@hheusala unfortunately this is not possible within the app framework. The updates being made are happening using the browser session of the agent who clicks the button, and changing the attribution would require a server-side component which makes the requests on behalf of the app.