Managing Unified Agent Statuses - Frequently asked questions
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…
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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.”
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“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
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