Configuring idle timeout for agents
Zoho Desk allows you to set a limit on how long your agents can sit idle before their availability status changes from Online to Offline. The way we detect inactivity is pretty straightforward. We have a timer that starts ticking once an agent stops interacting with the app. Stops interacting here refers to when an agent hasn't fiddled with the mouse, keyboard, or the screen (by touching / tapping). Agents will become Online again when they perform one of the actions mentioned above. This feature is handy when you want to assign tickets only to agents who are online or wish to create a more meaningful report of your agents' availability.
To configure idle timeout:
- Click the Setup icon (
) in the top bar.
- Click General Settings under the Customization menu.
- Click Agents under the General Settings sub-menu.
- Turn on the Idle Timeout option on the General Setting page.
- Select how many minutes agents should be idle before their status changes. You can choose between 15 and 60 minutes, in increments of 5 minutes.
The default value is 15 minutes. - Your settings will be saved instantaneously.
Note:
- Idle timeout setting is applicable to all agents across departments.
Related Articles
How to set agent's availability status?
You can set your availability status for Zoho Desk to control when you are available to receive new emails or chats. For example, you can set your status to Offline if you're going to stay away from your computer. To set your availability status: ...Ticket Status Dashboard
The Ticket Status Dashboard is designed to provide an easy to understand view into the status of all tickets received in your help desk. It displays the number of tickets under each status and states, the average amount of time a ticket stays in ...Adding users as light agents
One of the default profile, Light Agent can be assigned to users outside of your customer support team without having to pay for additional seats. Light Agents will have restricted permissions in your Zoho Desk. They cannot edit the fields in the ...Ticket Status Lifecycle Extension for Zoho Desk
A ticket can go through various statuses once it gets created. For example, upon its creation, ticket status is Open. When an agent replies to the ticket, its status will change to Resolved. Similarly, if the customer responds to the same ticket, ...Understanding the Agent Performance report
One of the most useful reports for monitoring the day-to-day performance of your agents is the Agent Performance report. This report offers detailed statistics on several agent performance metrics and can be configured to show data for one or more ...