Omnichannel Routing & Ticket Queuing - Frequently asked questions
Frequently asked questions
What happens if agents are offline or at capacity in Zendesk?
When agents are offline or at capacity, Zendesk's omnichannel routing will queue the tickets. This ensures that no new tickets are assigned to agents who are unavailable, maintaining a smooth workflow. The system will hold these tickets in the…
How does Zendesk handle ticket assignment when two agents are online?
When two agents are online, Zendesk's omnichannel routing will assign tickets based on availability and capacity. The system evaluates which agent is best suited to handle the ticket, considering factors like current workload and skill set. This…
What occurs when an agent marks a ticket as solved in Zendesk?
When an agent marks a ticket as solved, the ticket is removed from the active queue. However, if a customer responds to the solved ticket, it will be reopened and reassigned to the original agent if they are available. This process ensures that…
How does Zendesk handle a customer response to a solved ticket?
If a customer responds to a solved ticket, Zendesk will reopen the ticket and attempt to reassign it to the original agent. This reassignment is contingent on the agent's availability. By doing so, Zendesk ensures that the customer receives a…
What happens if an agent assigns an active conversation to another agent?
When an agent assigns an active conversation to another agent, the conversation is transferred immediately. The receiving agent will see the conversation in their queue and can begin addressing it right away. This feature allows for flexible team…
What if an agent doesn't accept a message offered by Zendesk?
If an agent doesn't accept a message offered by Zendesk, the message will remain in the queue until another agent accepts it. This ensures that no customer query is left unattended and that the message will eventually be addressed by an available…
How does Zendesk manage inactive conversations in the queue?
When a conversation becomes inactive while in the queue, Zendesk will keep it in the queue until it is either reactivated by the customer or handled by an agent. This ensures that no conversation is lost and that customers can continue their…
What happens if a conversation becomes inactive while assigned to an agent?
If a conversation becomes inactive while assigned to an agent, it remains in the agent's queue. The agent can choose to follow up or wait for the customer to reactivate the conversation. This approach allows agents to manage their workload…
How does Zendesk handle emails with the auto-route tag when two agents are online?
When an email with the auto-route tag is received and two agents are online, Zendesk will automatically assign the email to one of the agents based on their availability and capacity. This feature streamlines the process of email handling, ensuring…
What is the process when a voice call is received and two agents are online?
When a voice call is received and two agents are online, Zendesk will route the call to the most suitable agent based on their availability and current workload. This ensures that calls are handled efficiently and that customers receive timely…
What happens if an agent declines a voice call in Zendesk?
If an agent declines a voice call, Zendesk will automatically route the call to the next available agent. This ensures that the customer is not left waiting and that their call is handled as quickly as possible. The system is designed to maintain a…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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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?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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