API out_of_office?

Product
1

Hi Community,

I noticed that there is access to the entry point in the REST API:

/api/v2/out_of_office

Is there any documentation for this API?
Is it possible to target a particular agent?

Best regards,
Stéphane

2

Hey @Steph78160

I do get a 404 when hitting this endpoint.
So it seems to be instance specific? Or related to a change coming with the new Freshdesk?

Best
Tom

3

You are right, it’s related to my cookies and therefore the instance.

Do you know if there is an official API for out of office management? Or for absences?

a new Api ?

Best regards
Stéphane

4

Hey @Steph78160

Unfortunately I don’t know of any possibilities, I’d need some endpoints for us too.
We are running on “old” Freshdesk, so we don’t even have agent statuses yet, all we can do is to set our own OOO state (and only the next one), which then can be used in automations to react upon agent availability.

But if no one can manage another’s OOO state, this does not work for sick leave absences, as you cannot put in your own absence when you are sick.

Therefore we are currently using the OOO app from marketplace, but are not happy with it.

I am now working on a fully custom built OOO custom app, which automatically transfers absences from our people managment system and does the automations itself.
But I would love to see a way to set agent’s (all future) absences via an endpoint and to be able to use the in-built automations part.

Did you have a look into building your own connector?

Best

Thomas

5

Thank you for your feedback,

Indeed, now with your input and what I’ve researched, it seems I won’t have a choice but to look into creating my own Custom APP or connector.

“Therefore we are currently using the OOO app from marketplace, but are not happy with it.”
I had also seen and tested the OOO app, which does not meet my needs.

In any case, thank you and I am interested in your development if you ever create it. :+1:

Best regards,
Stéphane

6

Hey @Steph78160

I do already have a lot and this is how I plan to roll it out:

  • If a new absence is created in our people mgmt tool, a middleware is triggered (we use Power Automate) which decides if the new absence is to be created in Freshdesk or not.
  • If an absence is updated or deleted - Same same
    Power Automate is informed and decides if to update or delete in Freshdesk
  • In Freshdesk I use custom objects to create agent’s absences (so Power Automate creates a new custom object entry)
  • If a ticket is reopened, I use a custom app to fetch agent’s custom objects entries and do check if the ticket’s agent is OOO at the moment.

For that Power Automate middleware - You could actually use a Freshdesk webhook aswell (you can create custom ones where an app then reacts). To be honest, I don’t know anymore, why we went for Power Automate as middleware.

I am pretty much done with development, only three things left, which I was not aware of during implementation.

  1. We do have already open tickets, when the absence is created. So on creating the absence in Freshdesk, I need to check if we are already in this absence and unassign all open tickets right away
  2. Not all agents use OOO app, so I need to exclude some groups from creating absences in Freshdesk at all
  3. Some agents work parttime and do not do “absences” on their regular non-working-days. So I need to figure out a way, how to put in these regular absences in Freshdesk

That’s where I am at the moment.
Hope to see our custom OOO app working within the next 3-4 weeks.

Best

Thomas

7

Indeed, you are quite advanced on the subject.

For now, on my side, these are only hypotheses to consider a development, especially a budget.

In any case, I am interested in your solution, even if on our side it would be for an Outlook solution, of course with webhooks.

Best regards,
Stéphane