Creating Agent Groups for Inquiries in Zendesk
How do I create groups of agents for different types of inquiries in Zendesk?
Creating groups of agents in Zendesk allows you to manage ticket assignments based on skills or experience. To create a group, go to the Admin Center, click on People, then select Team > Groups. Click 'Add group' and enter a name, such as 'Health Insurance Division'.
Select the agents you want to add to the group and click 'Save'. Repeat these steps to create additional groups, like 'General Insurance Division'. This setup helps in organizing agents to handle specific types of inquiries efficiently.
More related questions
How can I set up call overflow using omnichannel routing in Zendesk?
To set up call overflow using omnichannel routing in Zendesk, you need to create groups and queues. First, create groups of agents based on the type of inquiries they handle. For example, you might have a Health Insurance Division and a General…
What is the role of queues in omnichannel routing for call overflow?
Queues in omnichannel routing play a crucial role in managing call overflow by defining conditions for ticket assignment. When a call is received, it is assigned to a queue based on specific conditions, such as the channel or keywords in the…
Can omnichannel routing be used for tiered support structures?
Yes, omnichannel routing can be adapted for tiered support structures. The overflow function allows calls to transfer between support tiers, ensuring continuous service. For example, if Tier 1 agents are busy, calls can overflow to Tier 2 agents….
What are the benefits of using omnichannel routing for call management?
Omnichannel routing offers several benefits for call management, including the ability to create tickets as soon as a call is received. This allows triggers to run on incoming calls, influencing routing decisions before an agent answers….
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.
