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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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Changing user to OOO does not add tags to tickets #238

Open Jamman opened 6 years ago

Jamman commented 6 years ago

I have tested this on two Zendesk instances. I am setting an agent to OOO, and NOT selecting the option to unassign all open tickets. The tickets do not get updated with the OOO tag, and a reply to the ticket is not unassigning the ticket.

Jamman commented 6 years ago

Further to this - I do not seem to be able to manually add the agent_ooo tag either!

Jamman commented 6 years ago

OKay, further testing for this - the problem is that only Pending or On Hold tickets receive the OOO tag. This is not greatly helpful, because if a SOLVED ticket it reopened by reply... it will not reassign to the open group... and if a customer follows up a OPEN ticket, it will not be assigned to the group.

Maxcraft90 commented 6 years ago

why would you actually not force the unassignment in first place anyway?

jondcoleman commented 6 years ago

I agree with @Jamman's comments and think that the tag should be applied to Open tickets, even if that option isn't selected to force un-assignment. Although it appears that the tag is assigned to Solved status tickets.

klawrenceHA commented 6 years ago

I'm having the same issue. There doesn't seem to be any consistency when the Unavailable is selected. I thought that this would add the ooo tags when it's turned on. Has there been any updates on this elsewhere?