Hi there, we have been trying to use the Out of Office feature for an associate going on vacation. Every time they have adjusted the "out of office" app to unavailable, they still receive cases under their name. We have checked the events on those tickets and they do not show the "agent_ooo" tag. Could this be an issue?
Associate unable to go Out of Office in Zendesk
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Have you had the user try clearing their cookies and cache? If they're still experiencing the issue after trying that - I'd suggest opening up a support ticket.
Thanks!