Zendesk Webhook Subscriptions for Agent Events
What are Zendesk's new webhook subscriptions for agent availability events?
Zendesk has introduced webhook subscriptions for agent availability events, allowing real-time data access.
Previously, webhooks could only subscribe to events related to organizations, users, help centers, and community activities. Now, with the addition of agent availability events, Zendesk customers and partners can receive immediate updates on changes in an agent's status, work item assignments, or capacity. This enhancement supports the development of real-time, event-driven applications for presence, activity monitoring, reporting, and routing. For more details, visit theoriginal announcement.
More related questions
How can I use webhooks for agent status changes in Zendesk?
You can use webhooks to monitor agent status changes in Zendesk by subscribing to agent availability events. Although Zendesk doesn't offer triggers based on agent statuses, it does publish events whenever an agent's status changes. To utilize…
What types of agent availability events can webhooks subscribe to in Zendesk?
Webhooks in Zendesk can subscribe to a variety of agent availability events for enhanced monitoring. These events include changes in an agent's standard or custom unified status, status changes for specific channels, assignments and unassignments…
Why did Zendesk introduce webhook subscriptions for agent availability events?
Zendesk introduced webhook subscriptions for agent availability events to enhance efficiency and scalability. Many Zendesk customers and partners previously relied on the Agent Availability APIs for real-time monitoring across channels. The new…
Do I need to take any action to use the new webhook functionality in Zendesk?
No action is required to use the new webhook functionality for agent availability events in Zendesk. This feature is being rolled out automatically to all plans, so you can start using it without any additional setup. If you want to learn more…
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