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Disable, hide, or re-name default "Unified" Statuses in Omnichannel Routing

Not Planned


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Harper Dane

Zendesk Luminary

Posted Jul 14, 2023

We need to be able to disable the "Unified" statuses for Omnichannel. We've been dreading the change management headaches we'll be facing in Omnichannel Routing because the default statuses cannot be edited, re-named, or hidden.

Our agents work in either ONLY Messaging, or ONLY email — never both at once.

Since we can't hide the default "Online" status, we'll have to constantly remind agents NOT to use that default status, and to only ever use our two custom "Online" statuses (Online: Chats -or- Online: Emails).

We should be able to either disable the default Online status, or at least hide it from agents so that they can't accidentally select it.


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4 comments

Official

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Barry Neary

Zendesk Product Manager

An update to the above post, we considered enabling customers to hide default statuses but currently features like idle timeout set an agent to a default status and so removing them would mean the agent potentially would be stuck in a status that isint on their status picker. For that reason we have removed this (at least for now) from the roadmap

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Barry Neary

Zendesk Product Manager

Hi, 

This is on our roadmap - dont have a confirmed timeline yet but will post it here as soon as I have it

Barry

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So no one thought about making "Offline" to be only unique status that can be set for auto idle, then all the remaining status to be editable? Like you do with capacity rules?

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Shawna James

Community Product Feedback Specialist

Thank you BAKO for the feedback here and Harper for the original feature idea. Based on Barry's recent update we are going to close this post for comment since this feature is not currently planned. Thank you again for your feedback! 

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