How to Route Chats in Agent Workspace - Frequently asked questions
Discover the best triggers for routing chats to specific groups in Zendesk's Agent Workspace. Explore common questions and expert answers to optimize your chat routing strategy.
Frequently asked questions
Should I use Support triggers or Chat triggers for routing chats in Zendesk Agent Workspace?
For routing chats in Zendesk Agent Workspace, you should use Chat triggers. Chat triggers can set the department for a chat before the visitor reaches out, ensuring the chat is routed to the appropriate group from the moment the ticket is created….
How do Chat triggers work for routing chats in Zendesk?
Chat triggers in Zendesk are designed to set the department for a chat before the visitor even reaches out. This proactive approach ensures that the chat is routed to the correct group as soon as the ticket is created. By using Chat triggers, you…
What are the limitations of using Support triggers for chat routing in Zendesk?
Support triggers have limitations when it comes to chat routing in Zendesk because they only activate after a ticket has been created. This means that the chat routing process, which begins before the ticket creation, is already underway,…
Can I use the department's API endpoint for chat routing in Zendesk?
Yes, if your chat routing needs are more complex than what Chat triggers can handle, you can use the department's API endpoint along with custom code for routing in Zendesk. This method, like Chat triggers, sets the department on chats before a…
What should I consider when routing live chats in Zendesk Agent Workspace?
When routing live chats in Zendesk Agent Workspace, it's important to use Chat triggers to set the department before the visitor reaches out. This ensures efficient routing from the moment a ticket is created. If your routing needs are more…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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