This app can be used by administrators when agents are out of office to organize their tickets to be reassigned to other agents or groups and configure automatic replies to customers when they respond to tickets. 1. If a ticket has been assigned to an agent during their absence, the Out of Office app will re-assign it to another group or agent as configured by the administrator. 2. When a customer replies to an existing ticket, which is being handled by an agent who will be on leave for a definite period of time and has implemented an out of office setting, then an automatic reply can be configured to be sent to the customer, informing them of the absence of the agent with a tentative date of when they would receive a response. ** Days Limit Feature By default, the limit for maximum days allowed for a single out-of-office (OOO) entry is set to 45 days. If your organization requires a higher limit, you can take the following steps: 1 ) Increase DB Call Rate Limit: Contact your Customer Success Manager (CSM) or Technical Account Manager (TAM) to request an adjustment to raise the DB call Rate Limit. For extended entries (e.g., 365 days), we recommend increasing the rate limit to at least 800 requests per minute (RPM) for optimal performance. 2 ) Raise a Support Ticket: If you need to extend the Days Limit, please raise a request through Support to ensure compliance with your system’s capacity. **Bulk Deletion of Past OOO Entries We’ve added a convenient “Delete All Past OOO Entries” button, allowing agents to remove outdated OOO records from the agent database. **Warning on Single Entry Deletion If you receive a warning message stating "The maximum allowed template limit is exceeded kindly delete the past entries.", please refrain from using the single-entry delete button, as it will not function under these conditions. Instead, wait until the OOO entries become past entries, and then use the “Delete All Past Entries” button to free up space effectively.

1. To install the app, you will need to have a Freshdesk Domain Name and API Key. 2. During installation, you will have to set Roles to provide access to users to configure the out of office settings, such as automatic reply and reassigning of tickets based on Role 3. Post installation, only users listed under the roles mentioned during the installation process will be able to configure the out of office settings in the app.