Reason for Zendesk's New Account Groups API
Why did Zendesk introduce the Account Groups Availability API?
Zendesk introduced the Account Groups Availability API to simplify the process of monitoring and reporting on agent status and capacity. Previously, users had to gather this information on a per-agent basis, which was time-consuming and required significant effort. The new API provides a group-level view, making it easier to obtain and analyze this data efficiently.
This change was made in response to user feedback, aiming to reduce the development effort needed to access these metrics.
More related questions
What is the Zendesk Account Groups Availability API?
The Zendesk Account Groups Availability API provides aggregated data on agent status, workload, and capacity for groups of agents. This API allows you to view the number of agents in each status, the total maximum capacity per channel, and the…
How does the Account Groups Availability API differ from the Agent Availability APIs?
The Account Groups Availability API differs from the Agent Availability APIs by providing data at a group level rather than on a per-agent basis. While the Agent Availability APIs offer real-time status and capacity information for individual…
Do I need to take any action to use the Account Groups Availability API?
No action is required to use the Account Groups Availability API. It is available to all users, regardless of whether you are using omnichannel routing. This means you can start accessing group-level agent data without any additional setup or…
What kind of data can I access with the Account Groups Availability API?
With the Account Groups Availability API, you can access data on the number of agents in each standard status (online, away, transfer only, offline), the number of agents in each custom unified status (for omnichannel routing), the total maximum…
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.
