Change Agent Status in Zendesk - Frequently asked questions
Discover how to change your agents' status in Zendesk. This page answers common questions about managing agent status effectively.
Frequently asked questions
How can I change the status of my agents in Zendesk?
To change the status of your agents in Zendesk, you need to be an admin or have the necessary permissions. You can do this from the agent list in the Agent workload vs. capacity window of the live dashboards in Explore. This feature is available…
Can Team Leads change the status of agents in Zendesk?
Yes, Team Leads can change the status of agents in Zendesk if they are given 'admin' status in Explore. This allows them to manage agent statuses without needing admin rights in Support. This flexibility means that you can delegate the task of…
What permissions are needed to change agent status in Zendesk?
To change agent status in Zendesk, you must be an Explore admin or have a custom role with the 'Create reports and manage permissions' setting, which is available on Enterprise plans. This ensures that only users with the right level of access can…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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Read FreeCash's case study
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