Best practices for accurate Zendesk agent states

If you are using the Assembled Zendesk app to track agent states, you'll need to make sure all agents are following simple start of day & end of day workflows so that their agent states are tracked correctly. This will help keep your data clean.

1. Verify Assembled App Visibility:

Please ensure you can see the Assembled app within the Zendesk web app. It should appear under your "Apps" section and display your schedule when logged in correctly.

Agent process for the start of the day:

1. Log into Zendesk.
2. Select the Assembled app icon in Zendesk in the top bar and make sure you are logged into Assembled.                                                                                                             
3. The app should load and show your schedule for the day like the screenshot above.
4. If using AUX codes, clock in to your first event.
5. Throughout the day, make sure you only have one Zendesk tab open. Multiple tabs can cause agents to appear offline when they are not.

Agent process for the end of the day:

1. If using AUX codes, clock out of your event.     
2. Close your browser or log out of Zendesk.
3. Do not just close your laptop without closing your browser. This can leave you stuck in a different agent state. 

2. Hard Refresh Zendesk:

Perform a hard refresh while in Zendesk by using the following keyboard shortcuts: 

• Mac: Cmd + Shift + R
• Windows: Ctrl + Shift + R
• PC: Cntrl + F5

3. Limit to One Zendesk Tab:

Make sure that Zendesk is open in only one browser tab. While you may have Zendesk Talk open in a separate tab, the Zendesk web app itself should be limited to one tab to avoid interference with state tracking.

Assembled Chrome extension for accurate agent state tracking

Occasionally, agents can get stuck in an ‘Offline’ state when using the Zendesk app for agent state tracking. This can happen when an agent has multiple browser tabs of Zendesk and closes one.

We have a Chrome extension that will prevent agents from opening multiple browser tabs of Zendesk in Chrome if a Zendesk window or tab is already open. Instead, when agent clicks on a ticket link, they will be directed to their open Zendesk tab and the extension will open the ticket in Zendesk's built in tab system. That way, we can ensure we get correct agent state data from Zendesk. Download the extension here..

Select Add to Chrome and Add extension in the panel pop-up. This will give the extension the ability to check your tabs and prevent an additional Zendesk tab from opening.

4. Enable Cookies for Zendesk and Assembled:

Please confirm that cookies are enabled for both Zendesk and Assembled. Certain browsers (such as Firefox), browser extensions, or VPNs can block cookies, which may prevent proper tracking of your agent's adherence.

5. Log Out and Back In:
It may help to log out of both Zendesk and Assembled completely, then log back into each to ensure all cookies are properly set.

6. Check the "States" Call:

If the issue persists, you can check for any errors in the "states" call within your browser's Network tab:

• Right-click the page and select "Inspect."
• Go to the "Network" tab at the top.
• If you notice any errors, please let us know so we can assist further

Please note that if the agent's Zendesk state isn't captured when using the Assembled app, it cannot be recovered at a later time.