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Out of office widget blocking Freshdesk menus

  • September 11, 2023
  • 7 replies
  • 149 views
JosvandenEnd
Active Contributor
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Hi there!
 

We are a big fan of the “Out of Office” functionality within Freshdesk. We mainly use it in two scenario's:

  • When a agent is really a day of or on holiday
  • When agents are working in Freshdesk, but not on 1st of 2nd line calls

In both cases, our 1st line calls (incidents, user-questions) open without an agent when the customer replies.

In this second case, it can be very annoying that the widget is hovering above some important stuff in Freshdesk. Attached you can see that the widget is blocking the time registration menu of a ticket. I also attached an image where you can see that it blocks the Fresdesk Support Chat. 

Would it be possible to have this widget differently implemented, not blocking any important menu's? 

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7 replies

eeha0120
Top Contributor ⭐
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  • eeha0120Top Contributor ⭐
  • Top Contributor ⭐
  • September 11, 2023

Hi.

That could be considered an UX bug.

I’d suggest to submit it as a support case for faster and proper addressing.

 

Regards,

Elvis Henriquez
eeha0120
R
JosvandenEnd
Active Contributor
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  • JosvandenEnd
  • Author
  • Active Contributor
  • September 12, 2023

Hi Elvis,

Thank you for your reply. I contacted Freshdesk support and they mentioned that it is not possible to change or remove the OOO banner. They have added the feature request on their end to either move or minimize the banner.

marinipavingmasonry
Community Debut

I understand your concern about the Freshdesk "Out of Office" functionality and the widget blocking important menus in certain scenarios. While I don't have direct control over Freshdesk's development, I can offer some suggestions on how you might address this issue:

  1. Contact Freshdesk Support: Reach out to Freshdesk's support team and explain the issue. They can help or consider your suggestion.

  2. Adjust Widget Settings: Check if Freshdesk has settings to change the widget's position or behavior.

  3. Give Feedback: Share your concern with Freshdesk. They might make improvements based on user feedback.

  4. Temporary Solution: If the widget is blocking important stuff, you can temporarily turn it off when not needed.

eeha0120
Top Contributor ⭐
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  • eeha0120Top Contributor ⭐
  • Top Contributor ⭐
  • September 13, 2023

Hi Elvis,

Thank you for your reply. I contacted Freshdesk support and they mentioned that it is not possible to change or remove the OOO banner. They have added the feature request on their end to either move or minimize the banner.

I’d insist with them to consider it a bug, as it is hiding parts of the UX, instead of considering it a feature request.

 

Regards,

Elvis Henriquez
nestcozy
Community Debut
  • nestcozy
  • Community Debut
  • November 7, 2023

Hello,

This could potentially be viewed as a user experience issue.

I recommend submitting it as a support case for quicker and more accurate resolution.

jamesalary
Community Debut
  • jamesalary
  • Community Debut
  • May 21, 2024

Certainly! Reach out to Freshdesk's support team about the widget blocking important menus. Provide screenshots for clarity. They can assist with customizations or changes to prevent obstruction.

smith poll1
Community Debut
  • smith poll1
  • Community Debut
  • May 26, 2025

Great observation — we’ve run into the same issue with the “Out of Office” widget blocking key UI elements like time tracking and chat. It would be super helpful if Freshdesk offered the option to reposition or minimize the widget so it doesn’t interfere with daily workflows. Definitely support this suggestion!

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