"Kicking" an agent off of a ticket | Community
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"Kicking" an agent off of a ticket

  • April 30, 2021
  • 4 replies
  • 0 views
D

Is there a way to "kick" an agent off of a ticket while they are viewing it? We have a relatively large organization that currently has light agents that "sit" on a ticket so our team's agents are unable to play through a view to get to the ticket. We use Views (as recommended as a best practice) and the Play button to get through our tickets.

I'm unable to locate any documentation on the Zendesk side that allows for this ability. The closest thing I've found is this: https://support.zendesk.com/hc/en-us/community/posts/115007292347-Lock-tickets-being-worked

995036246 I noticed that you mentioned (albeit 4 years ago) that you were going to do a feature request on this item - but I couldn't find this in your post history. Was this ever addressed for you?

      4 replies

      Cheeny
      • Cheeny
      • May 7, 2021

      Hi Daniel,

      Thank you for posting on our Community. As of the moment, there is no native way to "kick" an agent off of a ticket while they are viewing it. We highly suggest that you up-vote the original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. 

      All the best

       

      D
      • danielc
      • Author
      • May 10, 2021

      @Cheeny Aban The "original post" that I mentioned isn't actually referring to this specific ask. It's a mention of this functionality but that post is talking about something else entirely.

      Cheeny
      • Cheeny
      • May 12, 2021

      Hi Daniel,

      Don't worry! I will be marking this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

      We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

      All the best

       

      D
      • Dawn12
      • September 30, 2022

      Hi, we also have this issue because people do not close out their tabs and browser when they log out for the day.  Has the ability to kick these Agents out as an Adminstrator been implemented yet?

       

      Thanks

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