Announcing the Zendesk agent statuses EAP

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13 Comments

  • Prática Klimaquip

    @..., we would like to participate in this EAP, but we are using Chat and Messaging (WhatsApp, Facebook Messenger, Instagram Direct) on Agent Workspace, are we able to participate or using Chat is really an impediment?

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  • Josef Prandstetter

    @...

    1. Will this replace or does this also make the Zendesk app "Out of Office" obsolete?
      https://www.zendesk.com/marketplace/apps/support/49617/out-of-office/
    2. Are there any plans to sync the status from Microsoft Teams?
      E.g. when an agent is participating on a MS Teams webmeeting prevent routing to him? Or will it be possible by a custom agent status like "In a meeting"?
    1
  • Jordan Lester
    Zendesk Product Manager

    Prática Klimaquip Initially we are limiting the EAP only to customers that are using Messaging, but do plan to allow customers who are migrating from Chat to Messaging to participate in the near future. It sounds like you may fit this description, but I'll follow up with you via email to confirm. 

    Josef Prandstetter Agent statuses will help prevent new tickets from being routed to an agent who's unavailable, but doesn't currently update or re-assign any existing tickets in the way the Out of Office app updates all pending, on-hold, and solved tickets with a tag when an agent is unavailable.

    Status syncing has come up in our discussions but isn't currently on our roadmap. Custom statuses will allow agents to indicate when they are in a meeting (as you noted), but will be set by the agent themselves. 

     

     

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  • Ben Willmott

    Does this EAP include the ability to query status by agent through the Support API'?

     

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  • Jordan Lester
    Zendesk Product Manager

    Not yet Ben Willmott, but thats something we're working on and planning to release later this year!  

    1
  • Dan Ross
    Community Moderator

    Would users leveraging SunShine Conversations be able to benefit from this feature?

    0
  • Beno Siebenmann

    Hi Jordan,

    Will chat, light agents and custom roles be a deal-breaker for this outside of EAP?
    We would be very keen to participate, however, we use the above.

    Cheers

    1
  • Amie Brennan

    hey @...

    I have a larger enterprise customer who has 100+ agents on their account and uses ZD Omnichannel. They've asked if you'll be adding in an option to control this feature on a brand level at all? - If so when? 

    Usecase: The customer has multiple agents who work across multiple brands. There would be scenarios where we would want to apply this setting to all agents on a particular brand v's another brand due to brand behaviour etc. 

    They often use offshore agents and managing their online availability is always a challenge. Being able to enforce something like this on the offshore agents who work on a particular brand only would be a great help. 

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  • Jordan Lester
    Zendesk Product Manager

    Hey Amie Brennan

    Is your customer looking to turn on/off agent statuses all together based on brand? Or limit access to certain statuses based on the agents brand (i.e. only show "in a meeting" as a status option to agents in brand A, but not to agents in Brand B)? We have plans to eventually support the latter -  allowing admins to limit certain custom statuses to certain brands/groups. 

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  • Riah Lao

    Hi,

    We are interested on this but why is it limited to customers without Chat support?

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  • Jordan Lester
    Zendesk Product Manager

    Hi Riah Lao

    Per the strategic move by Zendesk towards conversational messaging, chat is not currently planned to be supported. 

    Thank you for sharing your feedback! I'l be sure to update you if anything changes. 

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  • Trudy Slaght

    @... I have recently applied for the EAP program. While we do have light agents enabled in our account, they do not do anything with tickets that have a status of less than solved. We have just transitioned to messaging and the loss of the workspace focus mode where agents could be online for both chat and talk at the same time is a pain point and the support article comments indicated requesting access to the EAP would be the best resolution. Would appreciate it if you're able to reach out to me to discuss this further. 

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  • Taylor Van Valkenburgh

    @... If we are currently using chat but not in a meaningful capacity, would we be eligible for the EAP program? If we were to be included in the EAP program, in the event agents that are working chat need to set themselves away, they can use traditional OOO option while the reset of our agents utilize the EAP options, would that be an allowable option for us to use the EAP program? 

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