Prevent Custom Status Changes to Offline in Zendesk
Learn about the limitations of custom agent statuses in Zendesk and how they affect ticket reassignment.
Can I prevent Zendesk from changing custom agent statuses to offline?
Currently, Zendesk automatically changes custom agent statuses to offline after a period of inactivity. This can affect the reassignment of reopened tickets if agents are marked as offline unexpectedly.
Unfortunately, there isn't a built-in way to prevent this automatic change. It's important to ensure that agents are aware of this behavior and plan accordingly, perhaps by using standard statuses that align with Zendesk's automatic status changes.
More related questions
How do I enable reassignment for reopened tickets in Zendesk?
To enable reassignment for reopened tickets in Zendesk, you need to adjust your omnichannel routing settings. Navigate to the Admin Center and on the omnichannel routing configuration page, check the box next to 'Turn on reassignment for reopened…
Why aren't my reopened tickets reassigning to online agents?
If your reopened tickets aren't reassigning to online agents, it might be due to the omnichannel routing settings. Ensure that the 'Turn on reassignment for reopened tickets' option is enabled in the Admin Center under the omnichannel routing…
How does the 'reassignment of reopened tickets' feature work in Zendesk?
The 'reassignment of reopened tickets' feature in Zendesk is designed to streamline ticket management by automatically reassigning tickets to the same group when they are reopened. This applies to tickets that change status from Solved, Pending, or…
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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?”
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