Out Of Office Notifications Recorded In Ticket

+1 to this functionality!

We are using the shredder app to auto-recover OOO tickets, however, it doesn't work 100% of the time and a huge issue we see is the OOO is not tied to the original ticket. This causes issues when a group has 10+ agents and don't know where the OOO originated. One agent may solve it out, when another agent needed that OOO to redirect their communication. 

Hello everyone,

I also wanted to make sure that for people reviewing past comments (and might have missed the pinned official comment), that they do note the update that we will move this feature request into discovery next quarter. 

Please continue to upvote the request and add additional comments as well!

Thank you!

This is definitely needed! It has been a pain point for our agents since we got Zendesk in (no visibility to end user or light agent's out of office). Would love to see OOO replies add to the case but not actively send out as an email to requester and cc on the case (perhaps show as an internal note with the ability to turn public).

+1 we also use the shredder app. When it isn't tied to the ticket, we have it go into a view and solve. This view is accessible for everyone so they can check after EVERY reply to see if an OOO was recovered. This is not sustainable and relies on Human interaction for it to work. It would be best that OOO showed on the ticket (even as an internal note) so that our agents are aware they are OOO. Same for Side Conversations.

Hi Kolten, as we are almost at the end of Q1 2024 I was wondering if you could share an update on the explore phase given the extensive challenges this is causing most of our businesses please?  Many thanks.

We regularly get tickets ABOUT out-of-office issues that wind up Suspended rather than arriving in the queue. To make matters worse, if we recover those tickets and respond, the user's replies ALSO get suspended (despite the fact that we recovered the ticket).

Please just give us the ability to switch this filter off. It's causing issues with our SLAs.

Hi Daniel

Even though this is not native Zendesk I think this could solve your challenge: https://www.zendesk.com/marketplace/apps/support/206405/shredder/

Hello everyone, I'm also affected by this problem. All requests for help to our central services are made via side conversations (these are not light agents). We don't know whether the people are present or not and who their back up is (info specified in the absence message). We therefore have to open our emails to check before sending our request for help. This problem considerably slows down the work of the agents and clearly alters the benefits that using the tool is supposed to bring us. I hope that this problem will be resolved quickly, as it is likely to hamper the development of the tool in our company. Thanks

+1 to this functionality

+1 we really need this feature to help us not keep on pushing for answers to customers that are on vacation.

When will there be an update on this feature? 

+1 to this functionality

We also do not receive any out-of-office messages (not even in the suspended tickets) from our light agents.

+1 to this functionality

I don't want to harass a client or close their ticket if they aren't even able to see my response because they are out of the office. We need that information kicking back to our agents so that we know when to follow-up and when to wait on closing out an issue. We have an automated 4-day closure process for clients who ghost us and just don't feel like sending back a response. This feature would provide more transparency to the issue.

Hi @benjamin24 @Kolten Kittleson

Is there any update on this? It's been a long time since last update on Oct'23.

We are also interested in this feature, more control over visibility would be very helpful!