Agent presence: Online, Away, and Offline status
Updated June 14, 2026
Status indicator
Your presence status is shown in the top-right corner of the helpdesk next to your name: 🟢 Online, 🟡 Away, ⚫ Offline. All agents in your workspace see each other's status in real time.
Changing status manually
Click your name in the top bar to open the status picker and select Online, Away, or Offline. Manually set statuses are sticky — they will not be overridden by activity.
Auto-Away
If your status is Online and there is no mouse, keyboard, or click activity for 10 minutes, your status automatically changes to Away. Any activity while Away instantly snaps you back to Online. This auto-revert only applies to automatically-set Away — a manually-set Away is never overridden.
Auto-Offline
When you close the helpdesk tab or navigate away, your status is set to Offline after a short grace period (to avoid flickering on page refreshes).