Agent Availability Outside Zendesk Chat Hours
What happens to agent availability outside Chat operating hours?
Outside of Chat operating hours, agents' availability status is automatically set to Invisible, and they cannot manually change it.
This ensures that agents are only available during the scheduled operating hours set in the Chat dashboard. If the offline form is enabled, you can also display your operating hours on your widget, providing transparency to users about when agents are available for live-chat sessions.
More related questions
What are Zendesk Support business hours?
Zendesk Support business hours are schedules that apply to tickets, views, SLA policies, and business rules. These hours can also be referenced as a conditional step in your bot builder for messaging. You can find and set these business hours in…
How do Chat operating hours work in Zendesk?
Chat operating hours in Zendesk are used to determine agent and chat availability for live-chat sessions and live-chat in Agent Workspaces. These hours are configured in the Chat dashboard. You can apply one offline hours schedule for the entire…
Can I use the same schedule for Support and Chat in Zendesk?
No, you cannot use the same schedule for Support and Chat in Zendesk. These are two distinct sets of schedules that do not interact with one another. Support business hours are used for tickets, views, SLA policies, and business rules, while Chat…
How do I set up business hours for messaging in Zendesk?
To set up business hours for messaging in Zendesk, you need to configure them in the Support section, as they can be referenced as a conditional step in your bot builder. These business hours are found in the Admin Center under the Schedules page….
Can I set holidays in Zendesk Chat operating hours?
No, you cannot set holidays in Zendesk Chat operating hours. This feature is only available in Support schedules. In the Support section, you can configure business hours and include holidays, which can be used for tickets, views, SLA policies, and…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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