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Agent Status Automation

Set agents to Online automatically based on a schedule.

About Agent Status Automation

Zendesk omnichannel routing only assigns work to agents who are online. When agents forget to update their status, they can miss incoming work or remain available when they shouldn't be.

Agent Status Automation takes care of status changes automatically. Set up schedules for shifts, breaks, and meetings using standard or custom statuses. Each schedule follows its own time zone, adjusts for daylight saving time, and skips holidays and out-of-office days.

You can also automatically set agents online when they open Zendesk, with or without a schedule.

Agent Status Automation Activity Dashboard

What's included
      
      Scheduled status changes at the start and end of each shift
    
      Support for custom statuses
    
      Time zones per schedule, including daylight saving
    
      Holidays per schedule
    
      Out-of-office dates, set by admins or agents
    
      Import your existing Zendesk schedules
    
      Bulk agent assignment
    
      Activity dashboard of every status change
    
      Email alerts if a status update fails
    
      Auto online when agents log in
    
      Online prompts that agents can accept or dismiss
    
Available on
Zendesk Marketplace
Free trial available

How it works

Set it up in minutes

1

Create schedules

Build schedules or import them from Zendesk. Select the start status and end status for each time block or shift. Optionally, require agent presence for scheduled updates. Set a time zone, and add holidays.

2

Assign your agents

Give each agent or group their own schedule. Agents without a schedule use the default schedule.

3

Let it run

Statuses change on time, and every change appears on the Activity dashboard.