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How to see which agents in my group are currently logged on to answer tickets

  • February 18, 2023
  • 3 replies
  • 0 views
Larry18

First, I am new to Zendesk, in fact, we have not gone live yet.  

We are a pretty small support team, made up of primarily part time agents.  We can be online at any time day or night.  My fellow agents and myself need to know at minimum how many of us are online at any given time.  Preferably we would like to know who is currently online answering tickets,  We would like to be able to check to see if we are covered at any time.  We do not have a set schedule, we just need to work a certain number of hours a week.

      3 replies

      Jahn11
      • Jahn11
      • February 20, 2023

      Hi Larry, you may want to set this up in Zendesk Explore. There is live data you can add. 

      Might want to check this useful link - https://support.zendesk.com/hc/en-us/articles/4422485166746-Seeing-live-agent-status-and-activities 

        Larry18
        • Larry18
        • Author
        • February 24, 2023

        Thanks for that answer Jahn.  I guess I failed to mention we are only at the professional level, and that article says that feature is only available to Enterprise level and above. 
        I do not know what Zendesk Explore is, but I am afraid that may not be available to us either. 

        Larry18
        • Larry18
        • Author
        • February 24, 2023

        We have come up with a solution outside of Zendesk that we believe will work pretty well for us, but we have to be disciplined enough to manually keep it correct.  We would prefer something internal to ZD, but this is not going to be a show stopper for us anymore.

         

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