Agent Status Automation by Playlist automatically sets Zendesk agent statuses based on schedules. This quick start guide takes you from installation to your first scheduled status update.
Before you start
- Omnichannel routing must be enabled in Zendesk because agent statuses are part of it.
- You must be a Zendesk admin.
Step 1: Authorize the app
Open Agent Status Automation from the Zendesk nav bar and click Authorize. Authorize the app while signed in as the Zendesk admin you want it to use. The app uses this admin's permissions when updating agent statuses, so choose an account that will remain an admin.
After authorizing, you'll land on App settings.
Step 2: Configure App settings
- Routing system – Select Zendesk to manage statuses for Zendesk omnichannel routing. Schedules become available once you've chosen.
- Notification email – Where app alerts are sent. The admin who authorized the app also receives these alerts, so use a shared address, such as a team inbox, to make sure alerts still reach someone if that admin leaves.
- Allow agents to manage their own out-of-office dates – Lets agents pause their scheduled updates from My settings.
Leave Turn on scheduled agent status updates off for now. You'll turn it on in Step 5 after your schedules and agents are ready.
Step 3: Create a schedule
Go to Schedules and create a schedule, or click Import from Zendesk to import your existing Zendesk schedules.
- Name – Use a name your team will recognize, such as "Tier 1 Weekday Shift."
- Time zone – The schedule runs in this time zone, including daylight saving changes.
- Default schedule – Agents without a schedule assigned directly to them use the default schedule.
- Time blocks – Each block can set a status when it starts and another when it ends, such as Online at 9:00 AM and Offline at 5:00 PM. Either status can be left empty. Custom statuses, such as In a meeting, are supported too.
- Holidays – Scheduled updates are skipped on these dates.
Overnight shifts: A time block can't cross midnight, so split an overnight shift into two blocks. The first block sets the starting status, such as Online, and ends at 12:00 AM without changing the status. The second block starts at 12:00 AM without changing the status and sets the ending status, such as Offline, when the shift finishes.
Imported schedules: Imported Zendesk schedules set agents to Online when a shift starts and Offline when it ends. Overnight shifts are handled automatically. Imported schedules aren't made the default automatically, so choose a default if you want agents without a direct assignment to use one.
Step 4: Assign agents
Go to Agents. Agents without a schedule assigned directly to them use the default schedule. To use a different schedule, select one or more agents and assign a schedule.
Check the Issues column for problems that could prevent scheduled updates. For example, an agent may not have access to a custom status in their schedule because of group permissions.
Don't see an agent? The app lists agents who have access to it in Zendesk. See How to add or remove agents, then click Sync with Zendesk after making the appropriate adjustments.
Step 5: Turn on scheduled updates
Return to App settings, select Turn on scheduled agent status updates, and click Save.
To confirm everything is set up correctly, check the Next update column on the Agents page or Upcoming status updates on Home.
How it works
Agent Status Automation checks your schedules every few minutes and applies status updates that are due at the start and end of each time block. Each schedule runs in its own time zone. Updates are skipped on holidays and during an agent's out-of-office dates.
If an agent returns to Zendesk while offline during a scheduled shift, the app can prompt them to go online using the status defined by their schedule.
Every status update made by the app is recorded on the Activity dashboard with its time, status, source, and result.
What's next
- Out-of-office dates – Set them for an agent from the Agents page, or let agents manage their own from My settings.
- Alerts – If a status update fails or the app loses access to Zendesk, we'll email you and show an alert in the app.
- Changing the connected admin – Go to the OAuth page, deauthorize the current connection, then reauthorize while signed in as the Zendesk admin you want the app to use.
Questions? Contact us at support@myplaylist.io.