Auto-Assignment in Zendesk Omnichannel Routing
How does the auto-assignment of work function in omnichannel routing?
In omnichannel routing, email tickets are automatically assigned to the most eligible agent when they reach the front of the queue.
For messaging and talk tickets, they are offered to the most eligible agent, who must accept the conversation or call. If not accepted within a specified time, it is offered to the next eligible agent in a round-robin fashion. You can enable auto-accept for messaging in your routing configuration if desired. For more details, refer to theoriginal link.
More related questions
What is omnichannel routing in Zendesk?
Omnichannel routing in Zendesk is a feature that allows you to route tickets from various channels like email, calls, messaging, web forms, side conversations, and the API. This feature works out of the box, meaning it can start routing calls and…
How do I activate omnichannel routing in Zendesk?
To activate omnichannel routing in Zendesk, you need to configure it with an auto-routing tag and trigger. First, navigate to Admin Center, click on Objects and rules, then select Omnichannel routing > Routing configuration. Click the banner at the…
What should I consider before turning on omnichannel routing?
Before turning on omnichannel routing, ensure that the Agent Workspace is activated for your account. If you have a Chat subscription, native messaging or Sunshine Conversations must also be activated. It's important to plan your routing…
What are the requirements for the routing trigger in Zendesk?
For standard omnichannel routing, tickets must be assigned to an appropriate group and have an auto-routing tag for email tickets. Triggers automate this process by defining conditions and actions for routing. Conditions might include ticket…
How can I create a custom queue in Zendesk's omnichannel routing?
In Zendesk's omnichannel routing, admins can create custom queues to better manage ticket distribution. Custom queues allow you to route all email, call, and messaging conversation tickets automatically, using the queue's groups rather than the…
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