Handling Chat Requests with Away Status in Zendesk
Can agents still handle chat requests when their status is set to Away?
Yes, agents can still handle chat requests even when their status is set to Away in Zendesk.
When agents switch their status to Away during the last hour of service, they can continue to manage chat requests. They also have the option to manually respond to other chats through the Visitors tab in the Chat panel. This flexibility allows agents to wrap up ongoing conversations while notifying new visitors about the end of operating hours.
More related questions
How can I notify customers when my chat operating hours are ending?
To notify customers when your chat operating hours are ending, you can set up a chat trigger in Zendesk. This trigger sends a friendly message to inform customers that your operating hours are about to end. To implement this, agents should change…
What conditions should I use to create a chat trigger for end of operating hours?
To create a chat trigger for notifying the end of operating hours, you need to set specific conditions in Zendesk Chat. Under 'Run trigger', select 'When a visitor requests a chat'. Then, under 'Check conditions', choose 'Check all of the following…
What should I do if the chat trigger for end of operating hours isn't working?
If the chat trigger for notifying the end of operating hours isn't working, ensure that all settings are correctly configured. Double-check that the trigger conditions and actions are set as specified in the guide. Make sure agents' statuses are…
How can I integrate my business hours into Zendesk messaging?
To integrate your business hours into Zendesk messaging, you can include your schedule in the messaging bot workflow. Additionally, you can use tags to identify tickets created outside your business hours. This helps in managing customer…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
