Out Of Office
Verified by FreshworksThis app reassigns tickets and helps configure auto-response emails when agents are out of office.
Published by Freshworks(about 2 months ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
Overview:
The Out of Office app helps administrators manage tickets when agents are unavailable, ensuring smooth operations and timely communication with customers.
Key Features:
Ticket Reassignment: Based on admin configuration, automatically reassign tickets assigned to out-of-office agents to another agent or group.
- Automatic Replies: Notify customers about an agent’s unavailability with a customizable auto-reply, including the expected response date.
- Days Limit Setting: The default out-of-office entry limit is 45 days. Extend this by raising a support request or increasing the DB call rate limit to accommodate longer entries.
- Bulk Deletion: To maintain database efficiency, quickly delete outdated out-of-office entries with a “Delete All Past Entries” button.
- Deletion Warning: When maximum entry limits are exceeded, use the bulk deletion feature to avoid issues with single-entry deletion.
This app ensures agents’ absences are managed efficiently, minimizing disruptions and improving customer experience.
1k installs
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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.
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
No
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
Yes
Which OWASP guidelines or recommendations do you follow to ensure the security of customer data?
OWASP top 10
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
Yes
Does your app allow customers to request a custom End-User Data retention period?
No
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Version History9.0 (November 2024)
** 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.
8.0 (May 2024)
Bug fixes and enhancements
7.0 (June 2023)
No release notes found
6.0 (June 2023)
No release notes found
5.0 (June 2023)
No release notes found
4.0 (June 2023)
No release notes found
3.0 (June 2023)
No release notes found
2.0 (June 2023)
No release notes found