Ability for admins to logout agents

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48 Comments

  • Jeremy Holmes
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    Jonathan's suggestion is still the only work around we have been able to use to compensate for the poor design. Unfortunately, the agent and their chats do not show up on the agent report page when they are disabled. Adding them back does add the data back, but it skews the overall numbers until that is done. We have also run into issues with the agent being locked out of accessing it for up to a day after we add them back if we are close to our seat limit. 

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  • Kabir Sharma
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    Can anyone confirm if this feature has been considered for development? It's been over an year since the feature was originally requested.

    2
  • Ramin Shokrizadeh
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    Hi Kabir,

    We are exploring some solutions for this problem this year but don't have anything to share right now. When we have something to share, we will update the thread here.

    Thanks,

    Ramin

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  • Alexandra
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    I am voting for the suggestion for admins to log of chat agents.

    2
  • Lindsay Paulson
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    Also voting for the admins to have the ability to log agents out of chat. 

    2
  • Cameron McLin
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    Voting to have admins be able to log agents out of chat.

    1
  • Joel Dennis
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    I'm upvoting this request as well. 

    We only offer chat during business hours. Outside of business hours we want articles suggested for their inquiries. 

    I discovered after an agent went on vacation that they had stayed available and with a chat window open, and I couldn't fix it.

    I disabled them from zendesk chat but it doesn't seem to be changing their availability.

    Admins MUST be able to log a forgetful agent off immediately when a problem is found so that users aren't inconvenienced. 

    1
  • Shashank Johri
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    Hi Joel 

    Thanks for the valuable feedback. We are planning this feature in our roadmap.

    In the mean time, you can set the operating hours, which can change the agent status. Also, you can also email us to force logout an agent in vacation issues like this. 

    Thanks 
    Shashank

     

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  • Tom O.
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    Add this as another upvote for Zendesk Chat to add the Administrator ability to log-out agents please...

    1
  • Wish
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    Another vote from me. I have a user who has tried to log out several times, but her status remains 'Online'. She has even tried changing her password, but it didn't solve the issue. Admins need this feature to address such issues. 

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  • Tom O.
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    Can we please get an update from someone at Zendesk on the implementation status  & ETA of this feature?

    (adding the ability for an administrator to log-out agents if needed)

    1
  • Michael Wojtaszek
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    I know my organization would benefit from the ability to remote log in / out as well.

    It seems like a basic 'feature' that is missing IMHO.

     

    Mike

    1
  • Deb Kaseman
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    We could really use this tool as well. Agents have so much information that they are giving/receiving that they often forget to log out or go invisible. Other users and managers need to know who is available at all times in order to provide a better customer experience. We use this tool for telephone queues as well. Very valuable.  We used Live Chat in the past and this was a basic tool. Not sure why Zopim/Zendesk hasn't incorporated it yet. They've made some great changes in the past. I hope this becomes another success story for them.

     

    2
  • Tim Crull
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    We really need this, too. I can‘t have agents forget to log out and have the widget invite visitors into a chat all weekend long. Using idle timeout, chat redirects, or business hours is not an option.

    1
  • Sydney Larson
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    This is a totally critical feature. We're a very small business and yet I have the need for it all the time. It's SO easy to forget to log off. Every chat we miss is a major issue and none of the alternative solutions are viable

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  • SP
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    Adding to the requesters for this feature and echoing its importance for our operations. We have the same issue where agents forget to log off. The idle time-out feature does not work for us since a lack of chats coming in for a few minutes will set an agent to idle when they are actually available. Administrators need the ability to quickly and easily change agent chat status.

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  • Richard Brereton
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    We need this as well. Sometimes agents forget to log-off at the end of the day/week and we need to be able to log them out without disabling them.

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  • Ben Heisel
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    While this feature would be nice. A useful workaround is to disable Chat for the agent in their Zendesk profile, then re-enable

    0

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