u/chemman14

I found that Zendesk has an out of office agent app. This appears to be just what our organization needs, we would like tickets that go back to open status to be reassigned back to the queue to be assigned to other agents.

However, it appears that the out of office status must be managed by the admin, not the agents themselves. Is this true? This will create more work than needed for our administrator. Is there another solution that can do this reassignment automation, while allowing the agents themselves to set their OOO status?

Here is the article I found, unsure if others have figured out a way to have the OOO status update allowed

https://support.zendesk.com/hc/en-us/articles/4408828358682-Installing-and-using-the-Out-of-Office-app

Please see the attached screenshot. I am attempting to build a macro for a workflow where I tag the same agent every time in a private comment. It doesn't appear that any of the placeholders available allow for this. However, before giving up, I figured I would ask here. I know I can simply add them as a follower, and they will see the comment, but that does not give the same notification to that agent as they get when they are tagged in said comment.

Any help is greatly appreciated.

https://preview.redd.it/sxb0dmykeeyg1.png?width=877&format=png&auto=webp&s=f39237143c00d8957099fccc5391d1e145005bf4