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Product Feedback: Agent statuses manual change (Messaging)
Posted Jun 09, 2023
Hello,
We have noticed that currently there is no option in Zendesk to manually change the agent status for example from Online to Offline and vice versa. It will be great if such a feature is added in order for admins and management to set them on agent's behalf if needed. (same feature as in Talk dashboard)
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6 comments
Arpan Nagdeve
Hi Atanas,
Out of the box support for Agent status change is currently under development. In the meanwhile API based approach can be explored adding link to your reference https://developer.zendesk.com/api-reference/agent-availability/unified-agent-status-api/unified_agent_statuses/#update-the-unified-status-of-the-agent
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Anastasia Kachanova
Hi Arpan,
We will appreciate if Zendesk team will work on actual actions from Zendesk UI without API. We cannot use API workaround for everything.
Thanks
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Boyan Spasov
+1 for internal development for this feature
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Atanas Tomov
+1 on Anastasia's comment
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Arpan Nagdeve
Hi Anastasia,
As a follow-up to the last update, we are currently developing capability to change agent status from the explore product and feature is close to release and we expect a rollout towards end of Q1.
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Anastasia Kachanova
Hi Arpan,
In explore we need to be able to give permission to Team managers to manage Agent statuses, not only admins should be able to change them.
Thanks
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