How to Route Tickets to Agents - Frequently asked questions
Discover how to automatically route tickets from specific customers to agents. Explore FAQs on setting up workflows, managing customer-agent assignments, and more.
Frequently asked questions
How can I automatically route tickets from a specific customer to a specific agent in Zendesk?
To automatically route tickets from a specific customer to a specific agent in Zendesk, you need to use tags and triggers. First, create a unique tag for the customer in their profile. Then, set up a trigger that assigns tickets with this tag to…
What are the steps to create a user tag in Zendesk for ticket routing?
Creating a user tag in Zendesk is the first step in routing tickets to a specific agent. You need to add a unique tag to the customer's profile. To do this, navigate to the Customers page in Support, find the end user whose tickets you want to…
How do I set up a trigger in Zendesk to assign tickets to a specific agent?
Setting up a trigger in Zendesk involves creating conditions and actions to automatically assign tickets to a specific agent. This is done after tagging the user. To create a trigger, go to the triggers section and create a new one. Add conditions…
Can I automatically assign follow-up tickets to the same agent in Zendesk?
Currently, Zendesk does not natively support automatically assigning follow-up tickets to the same agent. However, there is a workaround available. While Zendesk doesn't have a built-in feature for this, you can use a workaround to ensure…
Is it possible to scale ticket routing in Zendesk without individual triggers for each agent?
Scaling ticket routing in Zendesk without individual triggers for each agent is not directly supported, but there are alternatives. While Zendesk requires a specific trigger for each agent, you can route tickets to a group of agents instead. This…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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