Automatic Routing of Support Requests in Zendesk
Can I automatically route support requests in Zendesk?
Yes, you can automatically route support requests in Zendesk using business rules. These rules, known as triggers and automations, evaluate ticket data and take actions like assigning requests to specific groups. For example, emails sent to a particular address can be automatically assigned to a relevant support group. This automation helps streamline the support process and ensures requests are handled by the right team.
More related questions
How does Zendesk route live channel support requests?
Zendesk routes live channel support requests directly to agents assigned to those channels. If no agents are available or it's outside business hours, requests can be followed up later. For instance, the voicemail channel accepts messages, and live…
What is skills-based routing in Zendesk Chat?
Skills-based routing in Zendesk Chat allows you to direct incoming chats to agents based on specific skills. For example, you can route chats to agents who are fluent in a particular language, ensuring that customers receive support from someone…
How can I manually route tickets in Zendesk?
In Zendesk, you can manually route tickets by assigning a triage agent to evaluate incoming tickets. This agent reviews tickets in a designated view and assigns them to the appropriate agent or group. Manual routing is useful if you prefer to…
Where do I set up ticket routing in Zendesk?
Ticket routing in Zendesk is set up and managed in the Admin Center. Here, you can create and configure business rules to automate the routing process or set up views for manual ticket triage. The Admin Center is your go-to place for customizing…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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