Allow agents to set their availability

What for "Agents availability app" is?

You can use this function to enable your agents to set their own availability state (available, unavailable, or by schedule). They do this in Zendesk's agent interface via the Round Robin Agent Availability app. Round Robin will only assign tickets to agents who are available at the moment.

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How to install Round Robin Agent Availability App?

Notice: Private custom apps and integrations are available starting from the Professional Zendesk plan.​

To use the Agent Availability feature please make the following settings:

1. Download the Round Robin Agent Availability App.
2. Install the app into your Zendesk account:

• Go to Admin Center > Apps and integrations > Zendesk Support apps > Click "Upload private App";

• Enter App Name, choose app zip-archive and click Upload;

• Specify the app parameters as described here.

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I see the error with the message "The agent is not active in Round Robin project", what does it mean?

   To be able to manage the availability an agent must be "Active" in Round Robin. You need to set "Yes" in "Active" column for the agent.

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If I set myself unavailable in Agents availability app, does Round Robin not assign any tickets to me?

   Yes.

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Is this feature available in all plans?

   No. This feature is available on Enterprise plan.

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Why I can’t find Round Robin Agent Availability App in the App Directory?

   Round Robin Agent availability app is our beta feature. So it doesn't in Zendesk app marketplace yet. We limit the number of customers who use it.

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How do I can upgrade the app

   To do this you need to have admin rights in Zendesk account. Then go to  => Manage =>Currently Installed => Click on the app =>Update

  Then choose the app archive:

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How to check and alter cookie settings for your browser

Google Chrome/Chromium

Chrome treats cookies and local storage as the same thing, so these steps work for both.

1. Click on the menu button in the top-right corner of your Chrome window.
2. Select “Settings” from that menu.
3. Click “Cookies and site permissions”.
4. Click on “Cookies and site data”.
5. Toggle on the setting for “Allow sites to save and read cookie data (recommended)”.
6. Toggle off the setting for “Block third-party cookies”.
7. Scroll down from there and make sure that Zendesk is not in your “Block” list. If you see “Zendesk” anywhere there, click on the trash can icon to remove it.

or

Add these two exceptions to the cookie list on Google Chrome for each user (choose a correct RR pod number):

Safari

Safari treats cookies and local storage as the same thing, so these steps work for both.

1. Click the “Safari” menu and choose “Preferences”.
2. Click the icon labeled “Privacy”.
3. Set the option labeled “Block Cookies:” to “Never”.
4. Close the window.

Microsoft Edge

Use these instructions to unblock cookies in Edge.

1. Click on the 3-dot (…) menu in the top-right corner of your Edge window.
2. Select “Settings” from that menu.
3. Click “Advanced” at the bottom of the page.
4. Click on the “Content settings…” button under the Privacy and Security section.
5. Click on “Cookies”.
6. Toggle on the setting for “Allow sites to save and read cookie data (recommended)”.
7. Toggle off the setting for “Block third-party cookies”.
8. Scroll down from there and make sure that Zendesk is not in your “Block” list. If you see “Zendesk” anywhere there, click on the trash can icon to remove it.

Firefox

Use these instructions to unblock cookies in Firefox.

1. Click the “Firefox” main menu and choose “Preferences”.
2. Select the “Privacy and Security ” panel.
3. Set your options to “Standard”.
4. Close the window.

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