Omnichannel Routing and Agent Statuses in Zendesk
How does omnichannel routing work with agent statuses in Zendesk?
Omnichannel routing in Zendesk uses unified agent statuses to determine ticket routing across Support, Messaging, and Talk. The status you set dictates which tickets are routed to you.
For example, if you're 'Online', tickets from all channels can be routed to you. If you're 'Away', only Support tickets are routed. This system ensures that agents receive tickets appropriate to their availability and workload.
More related questions
What are unified agent statuses in Zendesk?
Unified agent statuses in Zendesk help determine how tickets are routed across Support, Messaging, and Talk channels. There are four standard statuses: Online, Away, Transfer only, and Offline. Each status dictates which types of tickets can be…
How can I set my agent status in Zendesk?
Setting your agent status in Zendesk is straightforward and crucial for managing ticket routing. To set your status, click your profile icon in the top bar of the ticket interface and select the desired status from the menu. Remember, it's…
Can admins create custom agent statuses in Zendesk?
Yes, admins on Professional and Enterprise plans can create custom agent statuses in Zendesk. These custom statuses allow for more tailored ticket routing based on specific needs. When creating a custom status, admins define which default status…
What happens if I forget to set my status to offline in Zendesk?
If you forget to set your status to offline in Zendesk, your status might be automatically inferred based on certain events. These include closing the Agent Workspace without signing out, losing connection due to a network outage, or being idle…
Can admins change an agent's status in Zendesk?
Currently, admins cannot directly change an agent's status in Zendesk. However, agents are automatically set to offline if they close the Agent Workspace without signing out or if their connection is lost. For more control, admins can use the Agent…
What should I do if my agent status is not respected in Zendesk?
If your agent status is not respected in Zendesk, it might be due to configuration issues or system glitches. Ensure that all agents have re-logged into Zendesk after enabling routing to update their status correctly. If problems persist, consider…
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