In Zendesk Talk, admins can change an agent's status via the Talk Dashboard. However, this functionality is not yet available for other products. Zendesk plans to integrate this feature into their Live Dashboard in the future.
Zendesk provides four default agent statuses: online, away, transfers only, and offline. Additionally, there's a customizable fallback status for when agents are idle. If you're on a Professional or Enterprise plan, you can create custom unified…
Creating a custom unified agent status in Zendesk is straightforward. Navigate to Admin Center, click on Objects and rules, then select Omnichannel routing > Agent statuses. On the Agent statuses page, click 'Create agent status' and configure the…
Custom unified agent statuses in Zendesk are available only on Professional and Enterprise plans. The Team and Growth plans do not support this feature. On the Professional plan, you can create up to five custom statuses, while the Enterprise plan…
Yes, when creating a custom agent status in Zendesk, you can choose to make it available to all agents or restrict it to specific groups. This is done by selecting 'All groups' or 'Only selected groups' during the status creation process. Note that…
When creating a custom agent status in Zendesk, you can define agent availability for different channels such as Email, Talk, and Messaging. This is done in the 'Channel routing' section during the status creation process. You can specify whether…
Currently, reporting on time spent in custom agent statuses is not available in Zendesk. However, this feature is on the roadmap for a future release. For updates, you can follow Zendesk's announcements and release notes.