Online/offline statuses of users in ticket

User status - a function of queue distribution between users at incoming calls. In Usedesk user status is set up separately for tickets and chat.

On the tickets page, each user has a status indicator for working with tickets, which allows excluding a user from receiving tickets.

This indicator can also be found in the "Users" section, where a user with administrator rights can change the statuses for any of the users, including itself. To quickly change the status, use the combination of hotkeys U+S.

Unlike the chat, setting up the assignment in tickets should be pre-configured in the rules. By default, all incoming tickets remain unassigned.
The rules of assigning incoming tickets can be applied to an individual user and a group of users, as well as assigning tickets to:
  • Less loaded employees (online);
  • Less busy employees - all users specified in the rule, regardless of their status;
  • Next in line user (online);
  • Next user in turn - all users specified in the rule, regardless of their status.
Note! Online/offline status does not work in tickets without a configured distribution rule.

The time a user has spent in online status is counted in the total working hours of the chat report.

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