Announcing idle timeout for unified agent statuses

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Now THIS is really great! We can look into using agent statuses again because of this! 

  • Rafael Santos

    This is a gamechanger! Automatic Idle was a BIG requirement for us to move into the new Omnichannel routing.

    Looking forward to having an API Endpoint for Agent Statuses/Availabilities and enhanced Explore reporting on agent statuses, which are the 2 other Must Haves.

  • CJ Johnson

    It might be good to make it more clear that this is not available to anyone using Live Chat, as Omnichannel Routing is not a feature that can be turned on, if you use Live Chat. 

  • Prática Klimaquip

    @CJ Johnson, this seems quite obvious for me I guess..

  • CJ Johnson

    You would think, Julio Cesar but since I have had to argue with multiple Zendesk staff members as well as community members about this, in multiple threads on the site, who insist I can use features that require Omnichannel routing (or routing itself even), it apparently isn't. I am already anticipating being linked to this article and told "It says everyone" when I ask for this to be made available to the rest of the customer base, so I'm just trying to cover my bases. :) 

  • Jacquelyn Brewer
    Zendesk Documentation Team

    Hi CJ Johnson. Thanks for your feedback. I added links to the Agent Workspace and omnichannel routing articles that outline their respective requirements and limitations and clarified that all requirements for enabling those features apply to this feature as well. I hope that helps.

  • Josh

    We don't use (or like) the agent workspace. Is there a way to achieve this with Zendesk Talk? If someone is away that it sets their Talk status to away?

  • Anne Ronalter
    Zendesk Customer Care
    Hello Josh,

    this is unfortunately not possible.
    The feature is only available with Agent Workspace and omnichannel routing.

    The Agent would have to set themselves as "Away".

    You are more then welcome, to leave Feedback about it in our Community.
  • CJ Johnson

    Anne Ronalter Zendesk is closing out the old requests, and marking new ones"answered" when the community posts the very same request Josh has as Feedback:

    I'm very frustrated to see others being told to do the same thing I did that resulted in the request being ignored and having my issue marked "answered". How are we supposed to request things like this? It seems like teams in Zendesk are not in agreement on how feature requests should work, and customers are getting stuck in loops of being told to do a thing to request a feature, and then having that request closed out and ignored. 

  • Nicole Saunders
    Zendesk Community Manager

    Hi CJ - 

    Thanks for bringing this issue with our process to our attention. We'll look into what's going on. In general, feature requests should never be marked as "Answered," That tag is reserved for posts where there is a question and it receives a response. 

    However, with our efforts to increase engagement from our product managers across the company in the community, it makes process control a bit more difficult and sometimes people are unclear on what they're supposed to do. People aren't always perfect in the execution of large-scale communications. 


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