Susan Biehl

I would like this for my agents as well, especially when the life of the ticket is broken up into sections. Or to be able to create sections on the ticket for different departments.

This has been requested for 3 years now. Surely this has to have gained some traction. It is maddening that I have to keep a constant eye on my agent's statuses to make sure they are logged off at the end of their shifts. It's just not a good use of my time.

If I could create a trigger based on an agent's schedule that would automatically log them off if their total online time exceeds 8 hours, that would be amazing! Otherwise, I have calls still being routed to agents who ended their shift and gone home.

Can we get an update on whether Zendesk has anything in development to resolve this?

I am in agreement with this. It should put agents offline as soon as the schedule ends for the day. Also, if they close their browser it should change their status to Away or Offline. I don't like having to remember to check and make sure everyone changed their status at the end of every day. Also, if someone forgets to change their status, it skews the reporting making the data unreliable for productivity.

It's shocking to see that people have been requesting this for 2 years, but no changes have been made.