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.
Install
OverviewRatings and ReviewInstallation InstructionsPrivacy & Security
When agents are out of office, administrators can use this app to organize and re-assign tickets to other agents or groups and configure automatic replies to customers when they respond to tickets.
1. If tickets have been assigned to agents during their absence, the Out of Office app will re-assign it to another group or other agents as configured by the administrator. With the latest update, admins will be able to configure the re-assignment of tickets to Agents - separately for each workspace.
2. When customers reply to existing tickets, which are being handled by an agent who is on leave for a definite period of time and has implemented an out of office setting, then automatic replies can be configured to be sent to the customers, informing them of the agent's absence with a tentative date of when they would receive a response. With the latest update, admins will be able to configure these replies - separately for each workspace.
Note: Admins need to assume a role from the list of roles which have been configured during installation process in order to access the settings tab. Admins having access to settings - will be able to only access the list of workspaces that they are part of.
Quite a few updates are needed for this app/plugin:
- OOO is coming from Agent API who set this up: This needs to be adjusted to be a generic or system response or allowed a tenant wide API for something like this.
- When you use the reassign option; the reassign happens so quickly the OOO message is not triggered and sent to requester that the original owner/agent is out.
- The reassign option should be something added to end user (Agent) options when they're setting up their OOO, so they can pick which Agent is getting their tickets when out.
- Placeholders should be implemented for the Agent when setting their own OOO message. (Not just on the settings page for Admins)
----------------------------------------------
The fact there's an already BUILT IN Out of Office feature inside Fresh Desk, yet that feature is not available for the more advanced Fresh Service is mind blowing.
Nate Bush
3 days ago
It would be helpful if the Agents could choose their own Group/Agent to re-assign tickets to when setting their Out Of Office instead of that being a Workspace-level setting.
Super Admin
23 days ago
test
Deepak Subagiruthu
about 1 month ago
Good - but if it can be based on outlook calendar or by zoho people login status
1. To install the app, you need to have a Freshservice 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.
The information listed below is provided by the App Developer Partner pertaining to the data privacy policies of the latest app version available on the Freshworks Marketplace. The App Developer Partner is solely responsible for the accuracy of the information provided.
What is End-User data?
Any information that is generated or provided by individuals while using your apps in connection with Freshworks products.
Does your app collect / process any End-User data?
Yes
What End-User data does your app collect/process?
Collects agent availability Information
What is the purpose of collecting/processing the data?
Re-assigns the tickets to other agents based on an agents unavailability, & Create templates which are sent to requesters when their ticket is assigned to an agent who is OOO
Does your app store any End-User data?
Yes
What End-User data does your app store?
Collects agent availability Information
Countries where data is stored
Australia, Germany, India, United Arab Emirates, United States
What is the purpose of storing the data?
Stores the availability of agents to reassign tickets assigned to agents who are OOO
Does your app share End-User Data with any third party entities?
Not an Admin? Share this app with your admin to install it for you.
Version History
10.0 (March 2025)
Version 10.0:
Previously, the Out of Office (OOO) app added automated replies to tickets for all types of conversations, including agent replies and private notes. This resulted in unnecessary replies triggered by internal agent updates or system-generated activities. Now, the OOO reply will only be added when the requester updates the ticket by adding a note.
9.0 (January 2025)
Version 9.0:
* Minor bug fixes and cleanup of error messages in the app.
8.0 (September 2024)
Version 8.0:
What's New:
* Introduction of validation when any of the Date picker fields (From/ To) is empty
* Fixed the deletion of multiple OOO entries when a single entry is deleted
* Fixed the addition of duplicate entries in OOO history, when a single entry is added
* Introduction of validation within Date picker- when From Date exceeds To Date
* Cancel CTA under the settings tab takes to the agent availability tab
* On applying OOO for an agent- A single entry is registered under the agent availability tab
* Agent is shown based on the selected group, instead of showing all agents
7.0 (April 2024)
Version 7.0:
* Added support for workspace level configuration of OOO settings. Reassignment settings and Email templates can be customised for each individual workspace.
* Admins can configure the settings only for the workspaces they are a part of.
* Existing configuration will work only for the primary workspace post update. It has to be manually reconfigured in OOO settings page for each individual workspace for it to work on other workspaces.
* If the existing configuration contains groups not belonging to the primary workspace, The reassignment will not continue to work after the update and has to be reconfigured with groups belonging to the appropriate workspaces.
6.0 (December 2023)
1. Migrated to the latest version of Freshservice APIs
2. Minor Bug fixes - User limit in Admin Configuration
5.0 (September 2023)
Release Notes:
Added support for a few more timezones - American Samoa, International date line west, Vienna, and Tokelau islands.
Added restriction for a maximum time off duration in a single application to 15 days.
Fixed issue where OOO settings options were unresponsive.
4.0 (February 2021)
No release notes found
3.0 (November 2020)
No release notes found
2.0 (November 2020)
No release notes found
Build your own apps
Backed by a Platform-as-a-Service including a data store and serverless runtimes, and our rich Crayons component library, our SDK allows you to develop and deploy apps in a flash.