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Limit Call Routing for Zendesk Agents in Multiple Groups

Learn how to keep an agent in multiple Zendesk groups while limiting call routing to specific groups.

Can I keep an agent in multiple Zendesk groups but limit call routing?

Yes, but it requires maintaining special groups for call routing.

If you want an agent to be part of multiple groups but only receive calls from one specific group, you would need to set up special groups dedicated to call routing. This setup allows you to control which calls are routed to which agents based on their group membership. For further customization, consider providing feedback to Zendesk using their Product Feedback Post Template.


More related questions

Why are my Zendesk tickets being reassigned back to the group?

Tickets can be reassigned back to the group if the current assignee is removed from that group. When an agent is removed from a group, any tickets they were assigned within that group are automatically reassigned back to the group. This ensures…

What happens to tickets when an agent is removed from a Zendesk group?

Tickets assigned to an agent are reassigned back to the group if the agent is removed from it. When an agent is removed from a group, any tickets they were handling are automatically sent back to the group. This process ensures that the tickets…

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