How to View Ticket Skills in Zendesk - Frequently asked questions
Discover how to view ticket skills in Zendesk. This page answers common questions about accessing and managing ticket skills efficiently.
Frequently asked questions
How can I view the skills assigned to a ticket in Zendesk?
To view the skills assigned to a ticket in Zendesk, simply open the ticket in Support and locate the Skills field. This field will display the skills that have been assigned to the ticket, provided that the necessary permissions are set. By…
Who can see and update the skills field on a Zendesk ticket?
By default, only administrators can see and update the skills field on a Zendesk ticket. However, you can configure these settings to allow agents to view or even update the skills field. To change these settings, go to the Admin Center, click on…
How do I configure the visibility of the skills field in Zendesk?
To configure the visibility of the skills field in Zendesk, navigate to the Admin Center and click on Objects and rules in the sidebar. Then, select Business rules > Skills. Click the configuration icon next to the New skill type button. In the…
Can light agents edit the skills field in Zendesk?
No, light agents cannot edit the skills field in Zendesk, regardless of the visibility settings chosen. This restriction is in place to maintain control over the skills management process. Even if the settings are adjusted to allow agents to view…
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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.”
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