Easy way to switch between Online and Invisible for Chat? | Community
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Easy way to switch between Online and Invisible for Chat?

  • April 16, 2019
  • 4 replies
  • 0 views
D

This is about Zendesk Chat.

I am the only agent. I visit and leave my computer throughout each day of the week, because mine is a home office and I have other things to do than to sit at the computer all day. When I am present, I would like to be Online for my users and when I am absent I would like to be Invisible (I already have a forum and contact page on my website, so I only need Zendesk Chat to provide interactive help when I am present).

Currently, to toggle my Online mode, I must activate my browser (Firefox), select the pinned tab containing the Zendesk Dashboard, then click the mode toggle icon near the top. I have to do all this each time I leave my computer and each time I return, even if only a few seconds have elapsed, since that is the way my life works.

It is way too much work to do all this dozens of times a day!

I would like to press a key combination to toggle the Zendesk mode on my website, for speed and ease of use.

Can Zendesk support this already? If not, can I somehow formally request this functionality, similar to Zendesk "shortcuts" but active no matter what I am doing on my computer?

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    4 replies

    R
    • Ramin12
    • April 17, 2019

    Hi David,

    Thanks for sharing your feedback. Currently, the only recommendation I have for your workflow is to use the mobile apps to change your status on the go and also use the idle timeout setting in the dashboard to change your status if you forget and leave your computer for some time.

    You can search for the mobile app on your phone, it's called Zendesk Chat and is available on iOS and Android.

    You can learn more about idle timeout here: https://chat.zendesk.com/hc/en-us/articles/212016418-Setting-your-availability-status

    Thanks,

    Ramin

    D
    • David104
    • Author
    • April 17, 2019

    I've looked inside your website (https://dashboard.zopim.com/bin/dashboard.js) and it seems clear that it should be possible to add an API to set the Online Mode.

    Also, one way to workaround the omission is to POST to form 'login_form' at dashboard.zopim.com with arguments 'email', 'password', and the 'status_option' choice.

    Please implement a simple API for setting the Online mode, or a new keyboard shortcut, since it is not difficult to do. It will help many of your customers with little work on your part.

    David Spector
    Springtime Software

    R
    • Ramin12
    • April 18, 2019

    Hi David,

    You can choose to use the Conversations APIs to change the agent status but it requires an active websocket connection, not a REST call.

    https://graphql-docs.com/docs/UpdateAgentStatusPayload/?graphqlUrl=https://chat-api.zopim.com/graphql/request

    We have no plans in 2019 to offer a REST endpoint to change your own or alter other agent statuses.

    -Ramin

     

    D
    • David104
    • Author
    • April 18, 2019

    The given URL only contains this "UpdateAgentStatusPayload" document:

    type UpdateAgentStatusPayload {
    node: Agent! 
    }

    This clearly is not sufficient information to change the current website mode to Online or Invisible. It does not specify the username, password, or desired mode.

    I don't mind opening a websocket. But I need good documentation.

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