DocumentationAPI Reference

Omnichannel

The Omnichannel APIs give you access to features and functionality that span Zendesk channels. The Omnichannel APIs consist of the following:

Agent Availability APIs

The Agent Availability APIs allow you to access and update real time agent status and activity information across Zendesk channels. An agent’s availability includes a status per channel, assigned work items, and the agent's capacity for each channel. When omnichannel routing and custom agent statuses are enabled for the account, it also includes unified and custom statuses. You can use these APIs to:

  • Build custom real-time monitoring to show and manage agent statuses.
  • Enhance existing agent activity and performance tracking mechanisms with real-time agent status and workload.
  • Build private apps to centrally manage agent statuses and implement routing logic based on the agent status and activity in Zendesk.

Agent Availability API

The Agent Availability API allows you to:

  • Query a specific agent's availability.
  • Query the availability of many agents, filtered according to various criteria.

Capacity Rules API

The Capacity Rules API allows you to:

  • Query all existing capacity rules for the account.
  • Query a specific capacity rule.
  • Update a capacity rule.

Unified Agent Status API

The Unified Agent Status API allows you to:

  • Query all existing unified statuses for the account.
  • Update an agent's unified status.

Authentication and authorization

Access to Agent Availability API endpoints is restricted by Zendesk Support user roles. See Endpoint access.

You can authenticate requests to the API using basic authentication, an API token, or an OAuth access token. See Security and authentication.

Rate limits

The Zendesk Agent Availability APIs are rate limited. The number of requests allowed per minute is 200. Zendesk reserves the right to adjust the rate limit for given endpoints to offer all clients a high quality of service.

Content Negotiation

When you request data from the Agent Availability APIs, set your expected response format via the Accept header, the API will respond with the Content-Type header set to the requested format. Requests for a format not supported by the server will be rejected with the 406 Not Acceptable status code.

Accept: application/json;