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Allow us to hide default Agent Statuses



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James Weatherly

Zendesk Luminary

Posted Jan 29, 2025

We're working on rolling out omnichannel routing and would like to see an option that allows us to hide the default ZD Agent Statuses, mostly “Online”. We have a need to keep working tickets and taking phone calls separately and plan on creating two custom agent statuses for this. Instead of asking agents to just ignore the regular “Online” status we would like to hide it for a cleaner agent experience. 


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Aaron Doane

Zendesk Luminary

Agreed. We use custom agent statuses more than the general ones. It would be great to customize which ones show. Maybe by role or by group? 

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Shawna James

Community Product Feedback Specialist

Hey James,
 
Thank you for taking the time to provide us with your feedback and others for chiming in as well. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Jenny Gillett

Zendesk Product Manager

Hey all, 

 

Just a quick note to acknowledge this feedback and to let you know that this is something we are planning to add to our Roadmap, due to other priorities,  it will most likely be towards the end of the year when we can start to look at it but it is on our radar and I understand the importance this change will make to your Agent experience.  Thanks for taking the time to provide the feedback. 

 

Jenny

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