Assignment rules and round-robin distribution in Zoho Desk check agent availability before routing tickets. Agents set to Busy or Offline are skipped, ensuring new tickets go only to agents who are actively working and can respond.
For live chat channels, agent availability is especially critical. When all agents are Offline, the chat widget can show an offline message or a ticket submission form instead. Only Available agents receive incoming chat requests.
The RADAR app shows supervisors real-time agent availability across the team. Managers can see how many agents are online, who is on a call, and who has set themselves as Busy, enabling real-time capacity decisions.
Agent availability is the status that shows whether a support agent is currently active and able to take new tickets or chats. Available agents receive routed tickets; Busy or Offline agents are skipped in assignment rules.
Yes. The RADAR app and Zoho Desk dashboards give supervisors real-time visibility into each agent’s availability status, helping manage coverage during peak periods and shift transitions.
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