Limitations of Zendesk's Auto-Accept Feature
What are the limitations of Zendesk's auto-accept feature?
Zendesk's auto-accept feature has a few limitations that users should be aware of. It is not compatible with the Broadcast mode of routing and does not support reassignment capabilities.
Additionally, if Hybrid mode is activated, the agent experience may be impacted, as the Accept button will reappear when a set chat limit is exceeded. These limitations mean that while auto-accept can streamline processes, it may not be suitable for all routing configurations.
More related questions
What is the auto-accept feature in Zendesk?
The auto-accept feature in Zendesk allows agents to automatically receive new messaging and live chat requests without manually clicking to accept them. This feature is designed to enhance efficiency by optimizing the use of available agent…
How do I enable auto-accept for messaging and live chat in Zendesk?
To enable auto-accept for messaging and live chat in Zendesk, you need to adjust settings in the Chat dashboard. This feature streamlines the process by automatically assigning new conversations to agents. First, navigate to your Chat dashboard and…
Can I use auto-accept with omnichannel routing in Zendesk?
Yes, you can use auto-accept with omnichannel routing in Zendesk, but it currently only works with messaging conversations. This feature is managed in the Admin Center as part of the omnichannel configuration. To enable it, go to Admin Center,…
How does Hybrid mode affect auto-accept in Zendesk?
In Zendesk, activating Hybrid mode can impact the auto-accept feature by reintroducing the Accept button when a set chat limit is exceeded. This allows agents to manually accept additional conversations beyond their limit. Hybrid mode provides…
Why might auto-accept not work as expected in Zendesk?
There are several reasons why auto-accept might not work as expected in Zendesk. Common issues include configuration errors, such as not having the correct routing settings or reassignment timing being enabled. Additionally, technical issues like…
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