Can I automatically set my agent's Chat status to online when they sign in?

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4 Comments

  • Gil

    Our agents are used to logging in to support for calls & tickets. It seems like you have to press the chat icon every day for it to start connecting to the chat settings, only after that they are reminded by the office hours trigger. So they still need to think about the chat and click it before being reminded about the chat?

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  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Gil,

    Thank you for reaching out to Zendesk Support.

    Unfortunately, only the agent signed in can change their status to Online. Even an Admin cannot change the status of any agent, and unfortunately, there's no way to override this.

    Enabling the operating hours will inform agents to go Online, and will get a popup message.

    Please don't hesitate to reach back if you have any other questions or concerns. Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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  • Theodore Wolf

    Hi DJ Buenavista Jr.,

    I understand that agents will get a popup reminding them to go online during operating hours, but they still have to sign in themselves to the chat widget or phone (correct me if Im wrong) to get this popup.

    Is there a way we can force a popup in the support module when the operating hours click over, even if they arent signed into chat or phone?

    Thanks!  

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  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Theodore,

    Thank you for reaching out to Zendesk Support.

    Once your agents have signed into Zendesk Support, they don't need to sign in again to Chat or when they need to go online on Phones.

    If you wish for your agents to get this pop-up right away after logging into Support, you can enable the Agent Workspace. Enabling Agent Workspace will be able to manage Support, Chat, Talk, and messaging conversations within the same interface. Meaning, they won't need to launch or open a new window browser just to go Online in Chat. They will get a pop-up like this: https://prnt.sc/115qlfe

    For more information about this, you can check the following article: https://support.zendesk.com/hc/en-us/articles/360024582994-Enabling-and-disabling-the-Zendesk-Agent-Workspace

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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