Enabling Idle Timeout for Agent Statuses - Frequently asked questions
Frequently asked questions
How do I enable idle timeout for unified agent statuses in Zendesk?
To enable idle timeout for unified agent statuses in Zendesk, you need to access the Admin Center. This feature allows Zendesk to automatically set an agent's status to 'Away' after a period of inactivity. Here's how you can enable it: In the…
How can I configure idle timeout settings in Zendesk?
Configuring idle timeout settings in Zendesk allows you to customize how long agents can be inactive before their status changes. To adjust these settings, go to the Admin Center, click on 'Objects and rules' in the sidebar, then select…
What happens if I disable idle timeout in Zendesk?
Disabling idle timeout in Zendesk means that agent statuses won't automatically change based on inactivity. If you choose to disable this feature, agents will need to manually set their status to 'Away' or 'Offline' when they are unavailable….
Can I set different idle timeout durations for different agent groups in Zendesk?
Currently, Zendesk does not support setting different idle timeout durations for different agent groups. The idle timeout setting applies universally to all agents within your Zendesk account. This means that all agents will have the same idle…
Does Zendesk detect activity on non-Zendesk browser tabs for idle timeout?
Zendesk only detects activity on its own tab for the purpose of idle timeout. If you have Zendesk open in one tab but are working in another application or browser tab, Zendesk will not register any activity unless you interact with the Zendesk…
What are the default idle timeout settings in Zendesk?
The default idle timeout settings in Zendesk set an agent's status to 'Away' after 10 minutes of inactivity. Inactivity is defined as no mouse or keyboard interactions within the Zendesk browser tab. This default setting helps ensure that agents…
Can I choose which agent statuses are affected by idle timeout in Zendesk?
Currently, Zendesk only allows idle timeout to change agent statuses to 'Away' or 'Offline'. This means that if an agent is inactive for the configured period, their status will automatically change to one of these two options. There is no current…
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