Feature Request: Give Admins Ability to Change Agent Status

Answered

29 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Casey,

    Thanks for the feedback. Currently, there are no plans of adding the ability to change agent statuses within the next 6 months. However, there are a couple things you can do now to prevent agents from remaining online if they forget to logout.

    #1 Operating Hours

    By setting up operating hours in your account, agents will be forced invisible/offline if the time is passed or before the operating hours schedule you set for the whole account/by department. This would be the first thing I set up.

    #2 Idle Timeout Setting for Agent

    If you don't want to set up operating hours, you can set up the 'Idle Timeout' option per agent under Personal Settings----Idle Timeout. You can set it up so that the agent's status changes to away or offline after X minutes of inactivity.

    #3 Chat Routing

    The final thing you can look at is the chat routing feature. If you choose to push chats to your agents there is an 'Automatic Away Status' option where you can force the agents status to away if they have not picked up X amount of chats being pushed to them. This is more useful for when it is during operating hours for the agents but an individual is tied up with a hard case or stepped away from their desk and forgot to change their status. 

    You can turn on Chat Routing in Account Settings---Chat Routing.

    Thanks,

    Ramin

    -2
  • Claire Smith

    I have also +1 this on another feature request! Please can this happen! Thank you

    2
  • Nslabaugh

    We are looking for the same feature; the ability to change the agents status from the agent administration.

    Thanks!  

    2
  • Tom Bradley

    +1 for this request. I appreciate Ramin's reply but it really doesn't cover the use case as each of the alternatives have pretty big holes that don't solve the main problems.

    Please please look into adding this feature, it is available in Zendesk Voice and it is problematic at the very least not having it here

     

    Thank you

    4
  • Brenda Piersak

    Agree!  We would love to see this feature. 

    2
  • Angela Cesere

    This feature is really, really important for us to have. Right now, if an agent accidentally leaves themselves online and leaves the room, we have no ability to turn off our chat, because if any agent is set to online, our chat is online. We need to be able to turn chat on and off during the day. We cannot set hours because our schedule changes daily, and agents shift from being online to invisible depending on the availability of other agents who are in and out of meetings.

      

    5
  • Michael Naegeli

    This feature seems like a significant no-brainer. There is a dozen reasons why an agent might need to be moved to an offline status that isn't covered by operating hours or idle timeout. I'm really surprised this basic feature isn't included in the chat admin functions. Please take small amount of time necessary to add this feature in. 

    2
  • Andrew

    +1 would love to be able to change status either from Agents page or the "view all" team members.

    It's actually more of an issue if an agent sets themselves to Away and forgets to go Invisible.  We've found that idle time doesn't work for us when we're chatting from Zendesk, lots of accidental logouts.

    1
  • Oliver Knigge

    +1 not only for turning the agents offline, also for turning them online. We have agents writing mails and chatting together. But for these agents, chat has priority. Sometimes these agents forget to set the status back to online and continue with writing e-mails after returning to their place from a break for example. The chat admin want's to set the chat-status that agents can receive chats again.

    So this feature would be very helpful, especially concerned agents in homeoffice (chat admin cannot talk to them instantly).

    1
  • Mr Green

    + 1 for this one. Is there an update? 

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Malin,

    Currently, this is not in the 2018 roadmap.

    -Ramin

     

    1
  • Cristian Fernández

    +1 to this request. We need that our admin must be able to change the status of the agents, specially from Invisble to Available.

    2
  • Jonathon Ross

    +1 to this request. It would really help me manage my remote workforce. 
    Thanks! 

    2
  • Kelsey Hales

    Also +1 on this request, this is a pretty basic feature in all of the competitor's chat providers. Disappointed this isn't a feature :(

    3
  • Sophie Noll

    +1, this feature should really be considered. We are a small team and I as a manager have to constantly jump in because there is usually no other agent here to do so. 

    0
  • Shashank Johri

    Hello Everyone 

    Thanks for the feedback. We are not considering this feature in 2018, but will be considered in 2019. 

    Thanks 
    Shashank

     

    1
  • Jesper Ørum

    +1

    0
  • Tony Ho

    Hi everyone,

    Being able to change an Agent Status is pretty critical on our end too and we were getting a lot of missed chats due to agents showing up as online when they shouldn't have been (we have a ticket already out for that).

    That said - in our research and troubleshooting in trying to figure out how best to handle this - we found that ZenDesk (legacy) used to have an option for assuming an agent users identity if you were an Administrator. Once assumed - you could technically change their status as if you were them. I don't know why this is not a called out feature but more a hidden workflow. This workaround has worked for us in the meantime. You'll need to be an ADMIN to do this:

    1) Log into your /users page at https://yourdomain.zendesk.com/users/ where yourdomain is your own ZD instance

    2) On the list of users - hover your mouse cursor over the individual you'd like to assume

    3) You'll see on mouseover, the option to "Assume Identity". This only shows on mouseover.

    4) You'll then assume the Agent's identity. At this point you can hop into the chat overlay or dashboard and turn off the status. You can then go back to the same URL to unassume your identity.

    *EDIT* Added step 5 thanks to Oliver Tietze

    5. https://yourdomain.zendesk.com/users/revert to wizz you back to yourself. Especially important if the assumed user has no admin role (then you cannot open the /users list again - but the /revert will do the job tho)

    I hope that helps!

     

    3
  • Barrett Smith

    Thanks Tony, this worked perfectly for me.

    1
  • Brandon Bishop

    Hi

    Is there any feedback on this feature request? Is it in progress or still being considered?

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Brandon,

    There is no active development on this problem for the Chat standalone product experience. Our bigger focus is on bringing the different channels into one interface and from there we will offer a product experience for admins/managers to monitor/change agent statuses in the future.

    No timeline to share at this point in time but understand that we recognise it is a problem and we are working on a solution that would be consistent across products/channels and it will take time to get there.

    Thanks,

    Ramin

     

    1
  • Harriet Klymchuk

    Hi Ramin,

    Thanks for the update, it's definitely good to know what the focus is for you guys.  I appreciate that bringing the channels into one interface is a challenge, and looking forward to that being available!

    As it's possible to change an agent's status within Talk, I'm hoping that this feature gets extended to Chat as part of that integration, and that the Talk feature for controlling an agent status is maintained.  It's really important that our operation team have the ability to control agent statuses on both channels, particularly since we have remote teams that we may need to intervene with, and that you do not get automatically logged out if you are disconnected from Zendesk for whatever reason (e.g. your PC or internet fails).

    All the best,

    Harriet

    1
  • Gordon Anderson

    Add another request for this feature please. The workarounds do not work with our level of product, and this has become a major stumbling block for our ability to serve customers.

    1
  • Jarett Tanner

    +1 on this. I would love to see this feature added. We have been wanting to do this, but there's no real good work around. Competitors that we've evaluated do seem to offer this feature, so it seems like a smart feature to add. 

    1
  • Frédéric

    Is there any update?

    0
  • Sydney Neubauer

    +1 Our team would also find this beneficial.

    0
  • Oliver Tietze

    Hello Zendesk,

    another feature that you consider for ages. Please make it happen!

    We also need it!

    Tony Ho thanks a million times for pointing to this (well unknown) 'assume' feature. Please add the final step:

    5. https://yourdomain.zendesk.com/users/revert to wizz you back to yourself. Especially important if the assumed user has no admin role (then you cannot open the /users list again - but the /revert will do the job tho)

     
    1
  • Tony Ho

    Great catch - I've updated the original post with the last important step!

    1
  • Deniz Suat Oskaner

    We want to our admin and team leaders should change agent's idle status

    0

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