Configuring your chat availability settings

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  • Olivia Petet

    +1 for admins to change agents chat status! 

  • Kristin Scheeler

    There is no "idle timeout" tab in my chat dashboard settings > personal area. How do I change the idle timeout in the absence of that tab?

  • Paule M.

    Hi there agree with what Kristin said 👆🏻

    We can not change that as there is no option to set the idle time, what workaround would you suggest in this case?

  • Cheeny Aban
    Zendesk Customer Care

    Hi Paule,

    This feature is available for chat team plans and up. Have you checked your account to verify if the same is part of your plan? If not yet, you may check your subscription by clicking the Zendesk Products icon () in the top bar, then select Admin Center. Click the Billing icon () in the left sidebar, then click Subscription to see a summary of your current plan.

    Idle timeout is part of the personal settings of your chat account. As of the moment, there is no other option to set idle timeout besides from the chat dashboard


  • Ronen Tamari

    +1 for having admins be able to change agents' statuses.

    This seems like a no-brainer and has been asked for a few years now.

  • Dave Dyson
    Zendesk Community Manager

    Hi Ronen,

    I'd recommend upvoting and adding a comment to this product feedback thread: Feature Request: Give Admins Ability to Change Agent Status. It's true that this has been something customers have been requesting for a long time, and while it's not on the roadmap yet, some necessary foundational work is being done (see the official comment and the links to further comments from Ramin and Amy there).

    Idle timeout (one of the suggested workarounds) is not available in agent workspace (see Limitations in the Zendesk Agent Workspace), so setting Operating Hours as suggested by Ramin in the product feedback thread above is probably be best workaround at this time.

  • Frank Vazquez

    Hello guys,


    I had a question about away versus invisible when it comes to routing. As I understand it, when an agent sets him/herself to invisible, they get out of the "virtual line" and are no longer considered the "longest agent without a chat". What if they are away? Does the same logic occur? 

  • Josh
    Zendesk Customer Care
    Hi Frank!
    Thank you for messaging us.
    Only agents with the status "online" are applied with the "longest agent without a chat". Invisible and away does not apply to this.

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