Ability for admins to logout agents

Answered

58 Comments

  • Tom O.

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

    1
  • Wish

    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. 

    1
  • Tom O.

    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

    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
  • Tim Crull

    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
  • Alex Soutas

    Oh my goodness. I'm genuinely surprised that this isn't a feature. Last night, an agent forgot to go offline and we were taking phone calls all night.

     

    Our company. Was accepting phone calls at 2am. I'm confused, what about this isn't a huge red flag? What about this warrants the community employees to go "meh, maybe we'll add it. Maybe it'll get green lit."

     

    Our salesperson oversold Zendesk to us. I am so very unsatisfied at the lackluster features. But this one takes the cake. But hey, at least we're locked in to a monthly now, right Zendesk?

    1
  • Richard Brereton

    Is there any update on this?

    1
  • Rebecca Rollman

    We found a few ways to bypass this. I didn't like the option above to log them out after a certain amount of missed chats so we found 2 ways to help ensure no one stays logged on when not around. 

    Option 1: first line of defense

    In the idle timeout settings under chat settings, agents can make it so after a certain amount of minutes of inactivity zen will make them go offline. I feel like we still needed another line of defense. I just discovered this setting yesterday and one of my agents left before we could change his settings, and you guessed it he didn't log off chat. So I had a theory and after testing I was able to "log off" my online chat agent.

    Option 2: removing and re-adding access

    Let me start out that I have no clue if this impacts billing at all, I would imagine it doesn't and just allows you to restrict who has access to what. but I had that one agent who logged out before we could change his idle settings so to force him out I went to general zen settings-> Manage -> People and found my agents. then I toggle their Permission to chat off, which logged them out. I immediately toggled it back on to give Permission to chat again. This keeps them signed off until they log in next. Still unsure if there will be any repercussions of this, it just helped in a pinch. 

    1
  • Richard Leal

    This has been getting requested since March 1st, 2017 with over 30 up votes. Why does it take Zendesk years to actually take feedback into consideration but they have no problem continually pumping out new features that again have more feedback? This has been getting waited on for 3 years along with many other things. When can we expect project management to take this in?

    1
  • Jason Stoltzfus

    Hello,

    My last company and my current company have had this same issue and would like your product to include a solution.

    My current company is in the process of implementing Zendesk Chat functionality and even in our testing have run into this situation.

    The use-cases have already been spelled out in the previous comments, but an Administrator should have the ability to make all users Invisible/offline at once on chat.

    1
  • Leya Wood

    This is a pretty dead post, but I wanted to put a comment as an example of why we would want to have this as an admin feature. 

    We just closed a little bit early today for the holidays and one of our agents forgot to log out.  In Zendesk Talk, we have the option to set someone as offline.  However, in Zendesk Chat, we do not have that functionality.  Our Support Hours are currently active, but we're closing early for a day, so it does not make sense for us to change our available hours, especially if it ends up being forgotten after the long holiday.  The fact that as admins we do not have the ability to log someone off of chat when it's available in other Zendesk features seems like a HUGE feature miss. 

    It's not a make or break point for many people, but it could be, as evidenced with someone who did not ultimately choose the Zendesk product earlier on in this thread due to this feature miss.  I think for me, it's all about parity with other features and the ability to log people out who forget so that our customers don't have a terrible customer experience.

    1
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Katrin, 

    Thank you for writing in. I am curious to know why would you wish to have admin log out agents from chat?

    Thanks,

    Prakruti

    0
  • Nicole S.
    Zendesk Community Team

    Hey Gene- 

    Sorry to hear that you're frustrated; this does seem like an important feature for chat. 

    The "Answered" flag was added after the first response to indicate that an answer had been provided via the workarounds that Parkuti provided. In the Chat Community, the PMs mark any thread that has been offered a solution as "answered." However, the thread remains open for comments, and the Product Managers continue to monitor it for up votes and more details of use cases. "Answered" was not meant to imply "Developed." 

    The Product Managers have a number of factors they must take into account when deciding which feature to develop, and the decision is influenced in part by user requests.

    Often, Product Managers will ask for specific use cases or more details so that they can understand the scope and application of the problem, as Parkuti did above, and make sure that, if and when they are able to develop something that solves the problem, it does so in the best and most comprehensive way possible. These details also help them to build their case for why a particular feature should be developed. 

    Threads like this one in the Product Feedback forum are the best way to let the PMs know what you're looking for; this is where they come to look for issues that effect a large number of customers, common requests that are made by a significant number of users, and other trends. While they can't respond to every post, you can rest assured that they do read them and take them into account.

    We really appreciate your feedback and participation. Please continue to share details of your use case so that our teams can better understand the depth and breadth of the need. 




    0
  • Nicole S.
    Zendesk Community Team

    Thanks for the detailed feedback, Mike. That kind of information is helpful. 

    To speak to your last comment, longevity of a request isn't one of the primary factors in determining which features or functionality to develop. Product decisions are made by a combination of many factors, including the number of customers impacted, the scope of the impact to the business, alignment with market factors and our corporate goals, and resource availability, to name a few. The Zendesk Communities are also just one of several sources for obtaining customer feedback. 

    We do appreciate hearing from you, and will update this thread if and when this functionality is green lit for development. 

    0
  • Tamina

    With that being said, I did see Jonathan Herlin's comment earlier about disabling that agent's chat capability to log them out. Will this have any affect on data or anything else? If not that could be a decent workaround. 

    0
  • Jeremy Holmes

    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. 

    0
  • Shashank Johri

    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

     

    0
  • Sydney Larson

    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

    0
  • SP

    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.

    0
  • Richard Brereton

    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.

    0
  • Ben Heisel

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

    0
  • Ben Parker

    Yeah this sort of admin control is fundamental and should have been built into the initial design. This is surely a basic role of the Administrator?

     

    0
  • Nicholas Peralez

    +1 here too!

    0
  • Rebecca Rollman

    Patrick Stewart So glad this helped you out! It helped me tremendously with my 3 local agents who I could text... it was just easier to boot them. I cant imagine dealing with this issue with agents around the world. 

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    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

    -1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Todd,

    Operating hours does support gaps, it just requires creating multiple schedules for the same department. Here is a post going into the details: https://chat.zendesk.com/hc/en-us/community/posts/221845068/comments/225265808

    -Ramin

    -2
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Aswin,

    Have you explored Automatic Idle in Settings>Account>Chat Routing? This should set your agent to Away or Invisible if they miss specified number of chats. 

    To enable automatic idle status

    1. Go to Settings > Account > Chat Routing tab.
    2. Next to Automatic Idle, select On.
    3. Enter a value in the Chats Reassigned field.

    4. Select a status option next to Idle Status.

    5. Click Save Changes.

    This should work well with your automatic assignment. 

    -Prakruti

    -3
  • Prakruti Hindia
    Zendesk Product Manager

     

    Hi Katrin and Aswin,

    I would suggest using Reassignment along with Automatic Idle to ensure that the missed chat are re-assigned to other online agents. 

    Other option would be to have your agents use and set a time for Settings>Personal>Idle Timeout. This would set your agent to away after specified minutes of inactivity.

    The agent would be marked online as soon as there is activity on the dashboard. 

    Regarding switching departments, on what basis do you switch agents' departments? You could try exploring our APIs to change agent department in real - time.

    Thanks,

    Prakruti 

     

    -5

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