Allow option for automatically setting agent status to Online when the agent is active in Zendesk Workspace

Overview

Similar to Agent Status switching to Offline when an agent signs out of Agent Workspace, we would like to see an option for agents to be automatically set to Active when they sign into Agent Workspace and are actively working on tickets, with an option to override the status as needed. This would be similar to functionality that already exists in Tymeshift.

What problem do you see this solving? 

With the introduction of Omnichannel routing, many of our agents have been requesting that Zendesk Agent Workspace automatically mark them as online when they are actively working within the application, with an option to override this if they need to go offline. Agents often forget to toggle their status back to online, as they have been used to Tymeshift doing this for them automatically. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

It is mostly an ease-of-use/agent experience request, though this does have some impact on customer response times when agents are accidentally offline. I get asked 1-2 times per week if this is a feature that could be added. 

Are you currently using a workaround to solve this problem? 

Frequent reminders to teams via group chats and close monitoring of Explore Live Data dashboards. 

What would be your ideal solution to this problem? How would it work or function? 

When an agent signs into Zendesk, they would receive a prompt, asking them to set their status. This would prevent any potential barrage of auto-assignments if they are just logging in to review something and are not actually available to have work assigned. If the agent has been idle for a long time and comes back online, the same prompt would be presented to them.