Enabling idle timeout for unified agent statuses

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  • Julio Cesar


  • Ulises Soto

    I don't see this option yet under Omnichannel Routing, is this something that hasn't been rolled out for everyone?

  • Marine
    Zendesk Customer Care
    Hi Ulises,
    All admins who have enabled Omnichannel Routing should be able to access the Idle Timeout settings. 
    I'm going to create a ticket for you with our Support so we can check that for you, if you're still unable to see this option in your account.
    You can expect an email shortly!
  • Mark Ganusevič


    Great feature. I'm wondering whether it works when a user is still using the browser but not on Zendesk tabs?

    E.g. Idle timeout = 10 minutes, I'm working inside the company tool in the browser for 20 minutes (Zendesk tab not visible), will I be set as Away?

  • Anne Ronalter
    Zendesk Customer Care
    Hello Mark,

    currently, the user must remain on the tab Zendesk tab. 
  • Brighton

    I am using custom agent statuses and I have noticed when my agents use "lunch" for example, the idle timeout will change it from lunch to offline. Is there a way to apply idle timeout to JUST "available" statuses?

  • Morgan

    I second Brighton's request. We are seeing the same behavior and its really confusing for our agents to see someone at lunch and then suddenly they're now offline.


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