Informing Customers of Offline Agents in Zendesk
Is it possible to inform customers when an agent is offline during an ongoing ticket?
Currently, Zendesk does not support notifying customers when an agent is offline during an ongoing ticket. The out of office messaging applies only before a ticket is created.
As a workaround, you can reassign tickets that are reopened when the assigned agent is offline. This can be done using the Out of Office app or by enabling Omnichannel routing with messaging reassignment. These methods ensure that available agents can inform the customer about the agent's offline status.
More related questions
How can I create an out of office response in Zendesk messaging?
Creating an out of office response in Zendesk messaging is straightforward. You can set up a messaging trigger to automatically notify customers when your agents are offline. To do this, navigate to the Admin Center, click on 'Objects and rules' in…
What are the requirements for setting up an out of office message in Zendesk?
To set up an out of office message in Zendesk, you need at least two agents enabled on your account. This feature is part of the AI agents functionality. Once you have the required number of agents, you can create a messaging trigger to…
Where can I find the messaging triggers in Zendesk?
Messaging triggers in Zendesk can be found in different locations depending on your account setup. They are either in the Admin Center or the Chat dashboard. If your account has been updated, you will find messaging triggers in the Admin Center…
Can I create an out of office message for specific groups in Zendesk?
Currently, creating an out of office message in Zendesk applies to the entire account rather than specific groups. The trigger is set to activate when the account status is offline. However, there are discussions and requests from users for more…
What happens if a customer requests a chat when agents are offline in Zendesk?
When a customer requests a chat and all agents are offline, the out of office message trigger will activate, informing the customer that no agents are available. This setup ensures that customers are not left waiting indefinitely for a response….
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