| Announced on | Rollout starts | Rollout ends |
| June 12, 2024 | June 12, 2024 | June 19, 2024 |
Zendesk is pleased to announce the ability to create group-specific unified agent statuses for use with omnichannel routing.
This announcement includes the following topics:
What is changing?
Originally, standard and custom unified agent statuses were designed to be available to all agents on an account. This feature enhancement makes it possible for admins to restrict custom unified agent statuses to specific groups.
With the new experience:
- Admins can make a custom status available to all groups or select the groups that should have access to it. Group access will be visible on the Agent statuses list in Admin Center.
- Agents will see only the custom statuses available to all groups and the groups they are members of.
For more information, see Creating custom unified agent statuses.
Why is Zendesk making this change?
We received feedback that admins needed group-level access to get the most out of unified agent statuses. With this release, we're giving admins more granular control and reducing clutter for agents in the Agent Workspace.
What do I need to do?
No immediate action is required. Existing custom unified agent statuses will remain available to all groups until an admin chooses to modify their group accessibility settings. When editing existing agent statuses or creating new statuses, you'll be able to configure group access.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.