image for site

Managing Unified Agent Statuses - Frequently asked questions

Discover answers to common questions about managing unified agent statuses in Zendesk. Learn how to optimize agent availability and streamline support operations.

Frequently asked questions

How can I view unified agent statuses in Zendesk?

To view unified agent statuses in Zendesk, navigate to the Admin Center. Unified agent statuses are part of omnichannel routing and allow agents to manage their availability across Support, Talk, and Messaging from a single menu. To review these…

Can I edit a custom unified agent status in Zendesk?

Yes, you can edit a custom unified agent status in Zendesk, but not the default ones. Custom statuses can be modified at any time, but changes won't affect agents currently using that status until they set it again. To edit a custom status, go to…

How do I delete a custom unified agent status in Zendesk?

Deleting a custom unified agent status in Zendesk is straightforward. When you delete a status, agents using it are notified and set to offline. To delete a custom status, navigate to **Admin Center > Objects and rules > Omnichannel routing >…

Is it possible to automatically set an agent to online when they log into Zendesk?

Currently, Zendesk does not automatically set an agent to online when they log in. Agents must manually change their status to online. A workaround is to enable Chat operating hours, which will remind agents to go online by sending them a popup…

Can I report on the time agents spend in each status in Zendesk?

As of now, Zendesk does not offer the ability to report on the time agents spend in each status. However, this feature is on the roadmap for future development. Zendesk is planning to introduce historical reporting capabilities, which will allow…

Can I reorder the list of agent statuses in Zendesk?

Reordering the list of agent statuses in Zendesk is not currently possible. However, this feature is included in Zendesk's strategic roadmap and is expected to be available in the future. The development of this feature is planned for the fourth…

Can I hide default agent statuses in Zendesk?

Currently, Zendesk does not allow you to hide default agent statuses. This feature is not expected to be released within the year. Zendesk is considering enhancements around agent status as part of broader improvements. Keep an eye on Zendesk's…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites