API Command for Setting an Agent's Status

Answered

8 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks for your feedback Derek. This request is an extension of two existing requests:

    https://chat.zendesk.com/hc/en-us/community/posts/115001179668-Ability-for-admins-to-logout-agents

    https://chat.zendesk.com/hc/en-us/community/posts/210316477-Feature-Request-Give-Admins-Ability-to-Change-Agent-Status

    Currently, there are plans to offer this type of functionality in the product in the next 6 months. 

    Thanks,

    Ramin

    0
  • Tobias Hermanns

    Hi Ramin,

     

    we´re waiting also since March for this feature.

     

    Is there any new roadmap for that now?

     

    Thanks.

    0
  • Shashank Johri

    Hi Tobias 

    Thanks for the patience.
    We have this feature to allow admin to change agents's status in our roadmap. So it will be available in near future. 

    Thanks 
    Shashank

    0
  • Tobias Hermanns

    Hi Shashank,

     

    can you make "near future" more visible?

     

    Thanks.

    0
  • Tobias Hermanns

    Hi Shashank,

     

    can you update us here  :)?

    0
  • Shashank Johri

    Hi Tobias 

    It is under consideration. We are re-evaluating it with other feature priorities. Currently, there are no plans to offer this functionality in the product in the next 6 months.

    Thanks 
    Shashank

     

    0
  • Tobias Hermanns

    Hi Shashank,

    thanks for feedback me.

    I just want to tell you more about our use case, to understand it.

    We´re working in a Team, with 15 people, doing Support.

    We upgrade to Zendesk Enterprise Suite, so we´re now have a great "Omnichannel Support" experience.

    However, our "small Team" is working very flexible and need to act on every Support channel at the same time.

    That means, in worst case a Call Ring via Zendesk Talk, a E-Mail is assigned by Skill Routing and 2 Chat´s assign to Agent during the call ring or the Agent assist the customer on call.

    It´s nice to have every module now available, but it´s really bad, that a Agent feel overload now, due to everything can come in at same time.

    We want to build a short APP, which detect when a On-going chat is handle by Agent, Zendesk Talk will be "Paused" / "Offline" during that time, and when Chat is done, Talk will change to Online, and the same for Chat to Talk.

    That´s why this feature is so important for us.

    Right now the Agent manual change the status in Chat to Leave session or change Talk to Offlien, but with over 100 calls / daily, it´s hard to change all status manual and the whole day within the system.

    So it would be very helpful in future, that Zendesk with all the tools they combine and bring into market, allow an Agent to work with everything, but not at same time, but keep the flexibility and not force us to use i.e. some calendar, which is in our team not possible.

     

    Thanks!

     

    /Tobias

    1
  • Cody Wolter

    Has there been any updates here? Looking for the same endpoint to be able to update an agent's status in Zendesk Chat

    0

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