Availability & presence
Your presence tells Helpdesk whether you’re ready to take work. It’s what keeps automatic routing fair — live tickets only go to agents who can actually pick them up.
Your status
- Available — you’re routable. New tickets can be assigned to you by queues and skills-based routing.
- Away — you’re not routable. You can still open and work tickets, but routing skips you.
- Offline — you’re signed out; routing skips you.
Starting status on login
You can choose how you come online each time you sign in — Available right away, or Away as a short prep window so you can settle in before tickets start landing. Set this under Settings → Account → Presence.
Why it matters
Routing queues and skills-based routing only distribute tickets to Available agents, and respect each agent’s open-ticket cap. Keeping your presence accurate means work reaches the right people and nothing piles up on someone who has stepped away.