Limitations of Skills-Match Views in Zendesk
What are the limitations of skills-match views in Zendesk?
Skills-match views in Zendesk have several limitations, including the restriction of having only one skills-match view in Support. Additionally, if the ticket count exceeds 3,000 or a processing timeout occurs, some tickets may not appear in the view.
Only the first 30 tickets are displayed in a skills-match view, and tickets with no skills are included and visible to all agents. The only tickets excluded are those with different skills than specified in the filter. These limitations can affect how effectively you can manage and view tickets using skills-match views.
More related questions
What is skills-based routing in Zendesk?
Skills-based routing in Zendesk allows admins to assign specific skills to agents and set conditions for tickets, ensuring that tickets are routed to agents with the appropriate skills. This setup can be used as a standalone solution or as part of…
How do I create a skills-based view in Zendesk?
Creating a skills-based view in Zendesk involves adding a skills-based condition to a view, allowing agents to see tickets that match their skills. This type of view is recommended because it offers flexibility and scalability. To create a…
How can I convert a skills-match view to a skills-based condition view?
To convert a skills-match view to a skills-based condition view in Zendesk, you need to clone the existing view and add skills-based conditions. First, deactivate your skills-match view in Admin Center under Agent tools > Views. Then, clone the…
How do I validate my skills-based views in Zendesk?
Validating your skills-based views in Zendesk involves setting up a test view and ensuring it displays tickets as expected. Start by creating a view with a skills match column and check for expected checkmarks. Next, test the view with a few…
Can I use skills as conditions in Zendesk triggers?
Currently, skills in Zendesk can only be used as actions in triggers, not as conditions. This means you can add, set, or remove skills using triggers, but you cannot use skills to define when a trigger should fire. While there is interest in…
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