Creating Custom Omnichannel Routing Queues
How can I create custom omnichannel routing queues in Zendesk?
Creating custom omnichannel routing queues in Zendesk allows you to tailor the ticket routing process to fit your team's specific needs. You can set up these queues by accessing the Admin Center, navigating to Objects and rules, and selecting Omnichannel routing. Custom queues help in organizing tickets based on various criteria, ensuring that they are handled by the most appropriate agents.
More related questions
How can I plan my ticket routing and automated workflows in Zendesk?
Planning your ticket routing and automated workflows in Zendesk is crucial for enhancing agent efficiency. Zendesk offers a variety of tools and options to help you route tickets effectively and automate repetitive tasks. By setting up these…
What are the routing and automation options for incoming tickets in Zendesk?
Zendesk provides several routing and automation options to manage incoming tickets efficiently. These options help in directing tickets to the appropriate agents based on predefined rules and conditions, which can significantly increase agent…
What is omnichannel routing in Zendesk and how does it work?
Omnichannel routing in Zendesk allows you to direct tickets to agents based on their unified status across multiple channels. This means that whether a ticket comes from email, chat, or another source, it can be routed to the most suitable agent…
How do I enable omnichannel routing in Zendesk?
To enable omnichannel routing in Zendesk, navigate to the Admin Center, then go to Objects and rules, and select Omnichannel routing. From there, you can configure your routing settings to ensure tickets are directed to the right agents based on…
What are capacity rules in Zendesk and how do they help balance agent workloads?
Capacity rules in Zendesk are designed to help balance agent workloads by setting limits on the number of tickets an agent can handle at a time. By configuring these rules in the Admin Center under Omnichannel routing, you can ensure that no single…
How can skills be used to route tickets in Zendesk?
In Zendesk, skills can be used as a standalone method for routing tickets or in combination with other routing strategies. By assigning skills to agents and tickets, you can ensure that inquiries are directed to agents with the appropriate…
How do I manage skills on tickets in Zendesk?
Managing skills on tickets in Zendesk involves assigning and updating skills to ensure that tickets are routed to the right agents. You can do this by accessing the Admin Center, navigating to Business rules, and selecting Skills. Proper management…
What is Guided mode in Zendesk and how does it work?
Guided mode in Zendesk is a feature that ensures tickets are addressed in the appropriate order. It is a custom role option that helps agents focus on the most urgent tickets first, improving response times and customer satisfaction. By setting up…
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.
