Considerations for Enabling Zendesk Auto-Accept
What should I consider before enabling auto-accept in Zendesk?
Before enabling auto-accept in Zendesk, there are a few important considerations to keep in mind. Firstly, auto-accept is available for all live chat and messaging customers using the Agent Workspace. However, it only supports the assigned mode of routing, so if you're using broadcast mode, you'll need to switch to assigned mode to enable auto-accept.
Additionally, auto-accept does not currently support reassignment, so any reassignment settings must be disabled before enabling this feature. It's also worth noting that there is a separate setting to enable or disable auto-accept, allowing for flexibility in its use.
More related questions
What is the auto-accept functionality in Zendesk?
The auto-accept functionality in Zendesk allows agents to automatically accept incoming live chat and messaging conversations without manually clicking the Accept button. This feature is designed to improve agent efficiency and reduce the first…
How does auto-accept improve agent efficiency in Zendesk?
Auto-accept improves agent efficiency by eliminating the need for agents to manually accept incoming live chat and messaging conversations. This automation reduces the first reply time (FRT), as waiting for agents to click accept accounts for 40%…
Can auto-accept be used with broadcast mode in Zendesk?
No, auto-accept cannot be used with broadcast mode in Zendesk. The auto-accept functionality is only supported within the assigned mode of routing. If you are currently using broadcast mode, you will need to switch to assigned mode to enable…
Is reassignment possible with Zendesk's auto-accept feature?
Currently, reassignment is not supported with Zendesk's auto-accept feature. This means that once a conversation is automatically accepted by an agent, it cannot be reassigned to another agent. Before enabling auto-accept, any existing reassignment…
How does auto-accept affect the acceptance rate in Zendesk?
Auto-accept is designed to achieve an almost 100% acceptance rate by automatically assigning conversations to agents with available capacity. However, it's important to note that the acceptance rate metric does not include auto-accepted…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
