How to Change the Agent Availability Status
This guide outlines the various ways administrators and agents can update availability status—whether through the following locations:
- Admin Module
- Agent detail page
- Agent availability status page
- Agent personal settings page
- Agent profile pop-up menu
To manage agent availability during vacations, administrators can utilize the Agent Status feature. Simply set the agent’s status to “Offline” for the duration of their absence, ensuring that no new tickets are assigned to them during this period.
How to change the agent availability status
Admin Module
- Agent Availability Status Page
To update an agent’s availability status, please navigate to Admin > Agent Availability Status > Agent Availability. Kindly refer to the following GIF for more details.
- Agent Detail Page
To change an agent’s availability from their detail page, go to: Admin > Agents > Select the agent you want to update.
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Agent personal settings page
To change the agent availability status, follow the given steps:
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Navigate to the Personal Settings page; the availability status will appear on the right-hand side of the page.
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Click the drop-down menu to display a list of all the statuses. You can change your status by selecting the preferred one from the menu.
Agent profile pop-up menu
You can also change the availability status in the profile pop-up menu.
The changes will be reflected in the entire application.
Agent availability status for the Helpdesk module can be updated using the REST API. However, Agent availability status for the Chat module cannot be modified via the API and must be managed manually through the admin interface.
Granting permission for changing the agent availability status
To change the agent availability status, you must enable the Agent Availability Status setting in the agent portal and the Allow the agent to change the availability status permission.
- You can restrict the agent from setting the Offline status by selecting the Any status except offline permission.
- An agent’s status is not automatically set to offline when they leave or skip the BoldDesk platform. Status changes must be done manually; this will allow the agent to update availability at the start and end of assigned working hours.
Check out this video tutorial for more on Agent Availability Status.
Frequently Asked Questions (FAQ)
1. Where can I change an agent’s availability status in BoldDesk?
You can update agent availability from:
- The Admin Module (Agent Detail Page and Agent Availability Status Page)
- The Agent’s Personal Settings Page
- The Agent Profile Pop-up Menu
2. Can agents change their own availability status?
Yes, but only if the permission “Allow the agent to change the availability status” is enabled in their role settings.
3. How do I prevent agents from setting their status to Offline?
Use the permission setting “Any status except offline” to restrict agents from selecting the Offline status.
4. Does an agent’s status automatically change when they log out or become inactive?
No. Agent status must be changed manually. It does not automatically switch to Offline when the agent leaves or skips the platform.
5. How can I manage agent availability during vacations or leave?
Administrators can manually set the agent’s status to Offline for the duration of their absence to prevent ticket assignments.
6. Will changes to availability status reflect across the entire application?
Yes. Once updated, the agent’s availability status is reflected throughout BoldDesk.
