How Omnichannel Routing Works in Zendesk
How does omnichannel routing work in Zendesk?
Omnichannel routing in Zendesk is a method to assign tickets to agents based on their availability, capacity, skills, and ticket priority. It is a 'push' routing model, meaning tickets are automatically assigned to agents rather than agents selecting tickets themselves.
This method is ideal if you are using the Agent Workspace and do not use live chat. Omnichannel routing ensures that tickets are efficiently distributed among agents, optimizing the workload and improving response times. For more information, you can check the originalZendesk help article.
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