API Command for Setting an Agent's Status

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

Hi Ramin,

we´re waiting also since March for this feature.

Is there any new roadmap for that now?

Thanks.

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

Hi Shashank,

can you make "near future" more visible?

Thanks.

Hi Shashank,

can you update us here  :)?

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

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

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

Hey, any chance this is a feature now? I can't find any way to change chat status in the API's.

If not is there any plan to implement this in the future? Would really appreciate a confirmation either way at the moment.

Cheers.

Hi Keegan,

Thanks for posting your question. Currently, the functionality does not exist to change the agent status in Chat. Over the last year, the engineering teams have focused on unifying agent status across channels and also offer status reporting in Explore.

The vision is to expand the recently released real time reporting in Explore to also offer the capability for admin/managers to view/set/change statuses for agents. There is no defined timeline right now on when that will become available but the teams are actively working towards that goal, unified agent status and the new real time reporting in Explore was the first step in that vision. 

If and when we have something more concrete to share (ex. EAP or beta program for the ability to change agent status), we will keep you updated here. 

Cheers,

Ramin