I wonder if Freshdesk has perhaps now fallen in to the same trap as Freshservice

Fresh have told me that when agents log out, it changes their status to unavailable.

But 

1.  it doesn’t do this for admins
2. The agents are adamant that they’re not logging out

Follow up on this.

All of my system admins are in one group, and non admins are in a different group (Admins work on systems support, non-admins do other work), and I had setup the Admin groups differently.

This parameter was set to only admins can control availability in the group where my admins work.

I’ve switched it, and now, when I log off Fresh it does change the status to unavailable.

But my users are still adamant that they’re not logging off.

I now think it’s due to the session timeout - I had that set to 2 days, which Fresh tell me will also change the status to unavailable.

I’ve extended the session length to see if that makes the problem go away

Hopefully adjusting the session timeout will fix the issue.

I suspect it’ll just kick the can down the road, and i’ll get another complaint about the issue in 30 days