Zendesk Agent States: Customer Guidelines

For customers using the Assembled Zendesk app to track agent states.

In order to keep your data clean, you need to make sure all agents are following the simple start of day & end of day workflows so that their agent states are tracked correctly.

When starting the day:

• Log into Zendesk
• Click on the Assembled app icon in Zendesk in the top bar and make sure you are logged into Assembled                                                                                                             
  • The app should load and show your schedule for the day like the screenshot above
• If using AUX codes, clock in to your first event

When ending the day:

• If using AUX codes, clock out of your event       
• Do close our browser or log out of Zendesk
• Do not just close your laptop without closing your browser
  • This can cause agents to become stuck in a state

If running into issues:

• Hard refresh your browser (Cmd + Shift + R if on a Mac, and Cntrl + F5if on a PC)