💡 Aircall has released the new feature Agent Status Sync the Zendesk integration. Here are the details users need to know:
Requirements
- Users will a TPE license to use Agent Status Sync
- Talk Partner Edition (TPE) is a Zendesk API that allows telephony providers, like Aircall, to offer a near-native integration
- Users will need to check with Zendesk if they have the correct license, as we do not have visibility to this at Aircall
Enabling Agent Status Sync
- Navigate to the Aircall Dashboard > Integrations & API > My Integrations and select your Zendesk integration
- Select the Settings tab
- Scroll to Agent State and select which direction you’d like your status to sync:
- Users must select one direction (i.e. from Aircall to Zendesk or from Zendesk to Aircall), and are currently unable to sync in both directions due to a limitation
- If Enable from Aircall Phone to Zendesk is selected, changes to an agent's status in Aircall will update their status in Zendesk
- If Enable from Zendesk to Aircall Phone is selected, changes to an agent's status in Zendesk will update their status in Zendesk
How does Status Sync Work?
In Zendesk, Agents making use of statuses will see 4 default statuses, along with any additional custom statuses that may have been added to their account:
- Online
- Away
- Transfers only
- Offline
In Aircall, Agents will see 3 status options:
- Available
- Automatic Schedule
- Unavailable
With the Agent Status Sync feature, status will be synced as follows:
- Aircall Available -> Zendesk Online
- Zendesk Online -> Aircall Available
- Aircall Unavailable -> Zendesk Offline
- Zendesk Offline, Away, or Transfers only -> Aircall Unavailable
Please note that Agent Status currently will not sync based on Automatic Schedule in Aircall, or any Custom Statuses in Zendesk.
Additionally, statuses will only sync in the direction enabled in your integration settings. For example, if Enable from Aircall Phone to Zendesk is selected, and an agent changes their Aircall status to Unavailable, their status in Zendesk will be updated to Offline. If the Agent then changes their status in Zendesk to Available, their status in Aircall will remain Unavailable until it is manually updated in Aircall.