Manage availability statuses in GorgiasUpdated 6 hours ago

Agents can change their availability status in Gorgias to indicate their ability to take on more work. Admins and leads can view and change any agent’s status from the live Agents dashboard in Analytics, and can create custom availability statuses to make indicating agent whereabouts more specific.

Requirements

• Available on all Helpdesk plans
• All roles can view agent statuses
• Admins and leads can update agent statuses and create custom statuses

View and change an agent’s status

From time to time, you might need to update an agent’s status on their behalf, like if they step away from their computer for a lunch break but forget to set their status to unavailable.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select  Analytics.
3. In the menu, locate Real-time monitoring, then select Agents.
4. Click the existing status in the Availability column, then select a status from the list.
   
   

Create custom statuses

You can create up to 25 custom unavailable statuses to allow your agents to reflect their whereabouts more specifically. When creating a status, you can set a duration so the status expires after a set amount of time. Once the duration expires, their status will automatically revert to available.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Account, then select Agent unavailability.
3. Click Create status in the top-right corner.
4. Enter a name for the status, and a description, if you’d like.
5. Under Status duration, click the dropdown menu to select a duration.
6. Click Create status.
   
   

Manage custom statuses

If you reach the limit of 25 custom unavailable statuses, you can edit or delete the existing statuses to make room for new ones. When you delete a status, any agent currently using that status will be immediately set to unavailable, and agents who had it queued for their next status will instead be set to unavailable when their current status expires.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Account, then select Agent unavailability.
3. To edit a status, click the  pencil icon next to a status, make your desired changes, then click Save changes.
4. To delete a status, click the  trash can icon next to the status you’d like to remove, then click Delete status.