Update: The EAP has now closed and agent status is part of the omnichannel routing beta.
For details, see About omnichannel routing (beta).
We are excited to announce an early access program (EAP) for a new powerful way for agents to set a single status across multiple channels in Agent Workspace.
What is agent status?
When enabled, agents can set a single status across multiple Zendesk channels (Talk, Messaging, and Support). The status set by the agent determines when and what type of tickets from these channels can be routed to them.
There are four default agent statuses: online, away, transfer only, and offline. Additionally, admins can define custom agent statuses unique to their workflows. When an admin creates custom statuses, they define the way work should be routed for each available channel. For example, if an admin creates a new status called "In a meeting", they may not want the most time-sensitive channels of work routed to agents in this status. In that case, they could set Email (Support) to online, and Messaging and Talk to away. That would result in agents with the "In a meeting" status only receiving tickets generated from Support email.
Who can participate in the EAP?
This early access program is available to Zendesk customers who;
- Have migrated to the Zendesk Agent Workspace.
- Are not using Chat
If you're interested in participating we invite you to sign up: Agent Status EAP sign-up form (closed - see update at the top of this announcement!). We’ll review your eligibility and and reach out with next steps!