Set your Gorgias status and availabilityUpdated 8 hours ago
When working in Gorgias, updating your status is a helpful way to let your team know if you’re available to answer tickets, and when automatic ticket assignment is enabled, your availability determines how tickets are assigned. There are three states to be aware of:
- Your presence status is set automatically, and lets others know if you’re online or offline.
- Your availability status can be customized to let others know what you’re up to, and determines whether tickets and calls are routed to you.
- Your activity status determines whether chats are routed to you, and is based on mouse/keyboard activity in your browser.
- Your call status is set automatically based on your call activity and determines your availability for receiving a call.
Requirements
- Available on all Helpdesk plans
- All roles can set their availability
- Admins and Leads can create custom statuses for everyone to use
Update your status and availability
In Gorgias, there are four types of status that run in parallel to each other that can determine your availability to take on work in your helpdesk. Your teammates can view your presence status and availability status in the live Agents dashboard in Analytics, and from there, admins and leads can update your status on your behalf.
Presence status
Your presence status represents whether you’re online or offline, and is set automatically when you open the Gorgias app on desktop or mobile. Your presence status is distinct from your availability status, which means you can be online while also being unavailable. Tickets, including chats and calls, will only ever be assigned to agents whose presence status is online.
Availability status
You can manually set your availability status to available, unavailable, or a custom status created by your admins. When your status is set to unavailable or a custom unavailable status, you won’t be automatically assigned tickets (if automatic ticket assignment is enabled), and calls won’t be routed to you (if you have the Gorgias Voice add-on).
- From your helpdesk, click your profile icon in the bottom-left corner.
- In the menu, click Status, then select a status from the list.
Your availability status will persist when you close the app. This means if your status is set to unavailable when you close the app, it won’t update to available when you reopen it — you’ll need to do this manually.
Activity status
Gorgias tracks your activity status based on mouse and keyboard activity in the browser. If there has been no activity for 10 minutes or longer, your activity status will be inactive. Your activity status isn’t visible to anyone, however if an admin has configured chat to be available to customers only when agents are available, customers won’t be able to send live chat messages when all agents are online and available but inactive.
Phone status
If you subscribe to Gorgias Voice, agents who answer phone calls have availability statuses that are automatically derived from call activity:
- On a call
Agent is dialling, call is ringing, call is in progress, or an admin/lead is listening in - Call wrap-up
When wrap-up time is enabled, call has ended and wrap-up time is in progress
It isn’t possible to change your status while on a call, but during wrap-up time, you can manually clear the call-wrap up status and set your status as available or another unavailable status.
