Out of Office expiring doesn't turn on agent availability

Hi @DanNSS 

Greetings from the Freshworks community!

I understand that you would like to turn on the ticket assignment automatically once the out-of-office schedule is over for the agent. Unfortunately, we do not have the option to turn it on once the agent is back automatically. When the agent configures the OOO, the agent's availability is automatically toggled off from the start of the OOO period, and they would have to manually toggle it back on when the agent's OOO period ends.

This is because, even if the agent is back, in some cases, their shift hours will not begin. To avoid auto-turning on the availability when the agent is not available, we currently do not support this feature to avoid the tickets from being assigned. However, if the agent is part of any active shift that you have configured under Admin → Agent shifts, the availability will be turned on automatically.

Feel free to drop a note here incase of further queries :)

Hi Aishvarya,

Thanks for the reply.

What function does the end date of the OOO period actually have then if it doesn’t turn availability on when the agent is back? Do you see where I am coming from on this? As it doesn’t feature in a report and no other agent can see an another OOO status anyway?

Just to check my understanding, if I enable agent shifts, and the agent that was out of office is ‘on shift’, then it will actually turn availability back on automatically when the OOO period ends?

Appreciate your assistance here! 

Hi @DanNSS 

The OOO scheduler considers the end date that you have provided. Yes, if agent shifts are enabled, the availability will be toggled on automatically.

Hi,

We noticed that the agent availability doesn’t toggle back automatically when the OOO ends and the shift is enabled. A support ticket was raised before but was told status won’t be toggled on automatically since agent is expected to do that manually. So the question is, would FreshDesk toggle on or NOT at the end of OOO? There seems to be differing answers to the same problem.

Most systems would toggle back the active status once OOO ends so it doesn’t make sense FreshDesk doesn’t and moreover agent shift is enabled. If FD doesn’t do that automatically, then a prompt should made it obvious to agent when OOO end and not expect explicit knowledge of such implicit system behaviour. 

OOO is used to avoid ticket assignment so naturally tickets should start to be assigned once it ends, rather than expecting user to manually turn it on.