Building Ticket Routing Triggers in Zendesk
How can I build a trigger to route tickets in Zendesk?
Building a trigger to route tickets in Zendesk involves setting conditions and actions that determine how tickets are handled. Start by going to the Admin Center, clicking on 'Objects and rules', and selecting 'Business rules > Triggers'. Click 'Add trigger' and enter a name and description.
In the 'Conditions' section, set conditions like 'Ticket | Is | Created', 'Channel | Is | Messaging', and 'Nature of Issue | Is | Billing issue'. In the 'Actions' section, specify actions such as 'Group | Billing' to route the ticket to the billing group. Click 'Create' to finalize your trigger.
More related questions
How can I route messaging tickets to specific groups in Zendesk?
You can route messaging tickets to specific groups in Zendesk by creating a ticket trigger. This trigger will use information from custom ticket fields, which are filled out by customers through a conversation bot. The trigger will then route…
What are the steps to create a custom ticket field in Zendesk?
Creating a custom ticket field in Zendesk involves a few simple steps. First, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Tickets > Fields'. Then, click the 'Add field' button and choose the 'Drop-down'…
How do I add a custom ticket field to a Zendesk conversation bot?
To add a custom ticket field to a Zendesk conversation bot, go to the Admin Center, click on 'Channels' in the sidebar, and select 'Bots and automations > Bots'. Click 'Manage bots' and choose the bot you want to edit. Under the 'Answers' tab,…
Can I use omnichannel routing instead of triggers in Zendesk?
Yes, if you're using omnichannel routing in Zendesk, you can automatically direct tickets to agents based on their availability and capacity, eliminating the need for setting up triggers. Omnichannel routing streamlines the process by considering…
What should I do if I can't find the 'Channel is Messaging' condition in Zendesk?
If you're unable to find the 'Channel is Messaging' condition in Zendesk, it might be due to the Agent workspace and Messaging not being enabled in your Admin Center. Ensure these features are activated to access the full range of conditions for…
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