Chat User "Status" Management

11 Comments

  • Dan Ross
    Community Moderator

    On the one occasion we absolutely had move an agent offline, we called Zendesk Support, who can assume into the agent's account and change the status for them. 

    It's tedious and sub-optimal. I agree with you that admins and managers should still have the ability to manage agents statuses, but in the meantime, if you have an urgent case (such as an agent who forgot to log out and keeps a whole department open after hours) then at least now you know a backup way it can be done.

     

     

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  • Stephen Belleau

    Dan, I believe you can even do this yourself without using Zendesk Support: yourdomain.zendesk.com/users

    Admins can assume into the agent to modify their status. Still need a better solution though!

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  • Dan Ross
    Community Moderator

    Hey Stephen,

    Once upon a time, admins could do this, but the feature got removed. We can now only do this to end-users, not agents.

    If you know of another way, please let me know!

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  • Stephen Belleau

    Strange - I'm still able to assume into agent accounts. Is it a difference between plans perhaps? 

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  • Dan Ross
    Community Moderator

    We're on Enterprise. I'd be surprised if it was feature-locked to a higher tier. 

    Just to make sure, we're talking about assuming into the user's account in Support, and then entering Chat as that user? Or is there a direct assumption feature directly in Chat( I don't see one there either)?

    I'm opening a user page in Support and then using the dropdown menu to try to Assume Identity of an Agent, like we can on End Users.

    As you can see, there's no option.

     

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  • Stephen Belleau

    Ah, it's not on the actual user page! It's yourdomain.zendesk.com/users/ (it's the old UI, there isn't a direct link to it from anywhere in setup). You'll see the assume link when you hover over an agent in the list.

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  • Dan Ross
    Community Moderator

    Stephen, you're an absolute legend. Thanks so much!

    The headaches not being able to see what agents see, or log out inactive chat agents has been a real one, especially with a team across 5 offices and multiple timezones. The ZD Support team had indicated the feature wasn't available anymore but it seems like it wasn't fully removed after all. I can work with this. 

    I wish I'd known about this earlier. I'm looking forward to saving a lot of time going forward! 

    Thank you so much, and enjoy your weekend!

     

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  • Marco Esposito

    Hello, we also have noticed that there is no option for a Team Leader or Administrator to be able to turn one of the agents to the "Invisible" or "Away" statuses, when the agent leaves his desk and forgets to do that.

    We still think that is a relevant request and should be part of the backlog.

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  • Shashank Johri

    Hello All 

    Thanks for the patience and feedback. Totally understand that it is a big pain point. 
    We are considering this feature in our future roadmap. We will keep you posted about that. 

    Thanks 
    Shashank

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  • Dan Ross
    Community Moderator

    Hey Shashank,

     

    This came up again in internal meetings. It's been nearly a year since your reply, has there been any progress on this feature?

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  • Starla Honea

    I found a way where I could disable the agent's access to Chat in their profile (since the Assume option was not available there for agents). Then I just enabled it again and it kept them from showing Online in Chat, after they had already left. 

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