| Announced on | Rollout on |
| October 2, 2023 | October 2, 2023 |
Zendesk is pleased to announce support for agent availability events via webhooks.
What's changing?
Previously, webhooks could subscribe only to organization, user, help center, and community event activity. Now we're adding agent availability events to that list. That means Zendesk customers and partners can receive real-time data as soon as an agent's status, work item assignment, or capacity changes. The ability to subscribe to agent availability events enables you to build real-time, event-driven presence, activity monitoring, reporting, and routing applications through webhooks.
Webhooks can subscribe to the following agent availability events:
- (Omnichannel routing only) An agent's standard or custom unified agent status changed.
- An agent's status for a specific channel changed.
- A ticket, messaging conversation, or incoming call was assigned to an agent.
- A ticket, messaging conversation, or incoming call previously assigned to an agent was unassigned.
- (Omnichannel routing only) The maximum number of work items per channel for an agent was changed.
- An agent gained or lost access to a channel due to role, permission, or account modifications.
Additionally, we've added events that detect the activation and deactivation of omnichannel routing for your account.
Why is Zendesk making this change?
Currently, many Zendesk customers and partners use the Agent Availability APIs to monitor real-time agent information across Zendesk channels. Being able to subscribe webhooks to agent availability events eliminates the need for that constant manual monitoring, creating a pathway to more efficient and effective event-based applications and integrations. This new functionality also enables you to bypass API rate limits, making it more scalable for larger businesses.
What do I need to do?
You don't need to do anything. This functionality is being rolled out automatically to all plans. For more information, see Creating webhooks to interact with third-party systems.