Zendesk unified agent statuses

Assembled integrates with Zendesk's unified agent status feature allowing you to track agents' statuses in Assembled for adherence reporting. 

Preparing your Zendesk unified agent statuses

Please refer to Zendesk's documentation for this feature's requirements. 

Assembled will pull in all standard statuses (online, away, transfers only, offline) and any custom unified agent statuses from Zendesk. These flow into Assembled and can be used directly for adherence tracking, appearing with "Zendesk UAS" listed as the platform.

Before enabling the integration, we recommend:

• Working with your Zendesk admin to create any custom statuses you want to track (e.g., break types, meetings, training) before connecting them in Assembled, so there are no gaps at launch.

Enabling Zendesk unified agent status in Assembled 

• Navigate to Settings>Teamwide integrations.
• Check the box "Use unified agent status to determine agent state".
• Unified agent statuses will show in Assembled's Agent states page after 24 hours.
  • Note: at least one user must select the unified agent state in Zendesk in order for it to appear in Assembled
• Unified agent statuses will be indicated by the platform "Zendesk UAS" as their platform in Assembled.
  

Mapping Zendesk unified agent statuses in Assembled 

Please refer to our help center article on how to Configure agent state mappings.

When deciding how UAS coexists with any existing Zendesk-related state mappings, you have two options:

• UAS only — Remove existing "Zendesk," "Zendesk Chat," and "Zendesk Talk" mappings and track solely through UAS. This gives you a single source of truth for agent state and is the recommended approach if you want unified agent statuses to be your primary tracking method.
• UAS alongside existing mappings — Keep your current Zendesk-related agent state mappings and add UAS mappings in parallel. This can be useful as a transition step, but be mindful of overlapping mappings, which can lead to double-counting in adherence calculations.

Considerations & FAQs

What do I do if I added new custom statuses but don't see them on the Agent States page?

• At least one agent must have actively selected that status in Zendesk for it to appear in Assembled.
• Assembled syncs new states to the Agent States page every 24 hours. To request a forced sync sooner, reach out to support@assembledhq.com.

Should I use UAS only, or alongside my existing Zendesk states?

This depends on how your team currently tracks agent state:

• If you want unified agent statuses to be the single source of truth for adherence tracking, use UAS only and remove the mappings for all other Zendesk-related agent states ("Zendesk," "Zendesk Chat," "Zendesk Talk").
• If you want to track both UAS and existing Zendesk states, you can use UAS alongside existing mappings — just be aware that overlapping mappings can cause double-counting in adherence.

What custom statuses should I create before enabling the integration?

Think through the agent activities you want to track for adherence purposes — for example, break types, lunch, meetings, or training — and create those as custom statuses in Zendesk before enabling the integration in Assembled. This ensures all statuses appear correctly from the start without requiring a forced sync.

Please reach out to support with any questions!