Plans and permissions:
- Turn on unified agent statuses: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
- Map unified agent statuses to events: Admin role
- To map statuses to events, a custom role needs the Admin base role.
Use Zendesk unified agent statuses to track adherence in Assembled from the statuses your team members already set in Zendesk, including custom statuses for breaks, meetings, or training. Assembled brings in each team member’s unified agent status from Zendesk, and you map each status to your events. This works with the Zendesk Support integration, so connect that first.
To turn it on, go to Configure > Third-party integrations.
How unified agent statuses work
- Assembled brings in Zendesk’s standard statuses (Online, Away, Transfers only, and Offline) and any custom unified agent statuses you’ve created.
- On Configure > Agent states, these statuses are listed under the Zendesk UAS platform, shown as Zendesk with a UAS tag.
- A status appears in Assembled only after at least one person has selected it in Zendesk.
- Assembled checks for new statuses every 24 hours, so a new status can take up to a day to appear. To get one sooner, contact our team.
- Zendesk manual tracking and unified agent statuses do the same job, so they can’t be used together. If your company uses manual tracking in the Assembled App for Zendesk, turning on unified agent statuses turns manual tracking off.
- For Zendesk’s own requirements, see Zendesk’s About unified agent status.
Prepare your Zendesk statuses
Before you turn this on, work with your Zendesk admin to create the custom statuses you want to track, such as break types, lunch, meetings, or training. Statuses you create before you turn it on are ready from the start, without waiting for the next daily check.
Turn on unified agent statuses
You can turn this on when you connect Zendesk, by choosing Turn it on under Zendesk unified agent status. To turn it on later:
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Go to Configure > Third-party integrations.
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On the Zendesk card, select Edit settings.
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Select Use unified agent status to determine agent state., then select Save.
The Zendesk card shows Unified agent status: On. Your statuses appear on Configure > Agent states within 24 hours. To turn it off, clear the same option and select Save.
Choose how to use them alongside your other Zendesk states
Decide whether unified agent statuses replace the agent states you already track from Zendesk, Zendesk Chat, and Zendesk Talk.
| Option | What you do | When to use it |
|---|---|---|
| Unified agent statuses only (recommended) | Remove your mappings for the Zendesk, Zendesk Chat, and Zendesk Talk platforms, and track agent states only through Zendesk UAS. | You want one source of truth for agent states. |
| Alongside your other mappings | Keep your current Zendesk, Zendesk Chat, and Zendesk Talk mappings, and add Zendesk UAS mappings. | You’re moving over gradually. |
Important: If you keep both, check for mappings that overlap. Overlapping mappings can count the same time twice in adherence.
Map unified agent statuses to events
- Go to Configure > Agent states.
- On the Mappings tab, use the Platform filter to choose Zendesk UAS.
- Select Edit agent state mappings and match each status to your events.
For more, see Agent state mappings.
Find a status that’s missing from Agent states
- Check that at least one team member has selected the status in Zendesk. Statuses nobody has used don’t appear.
- Wait for the next daily check: new statuses can take up to 24 hours to appear.
- If you need it sooner, contact our team to sync your statuses now.