Route Chat Tickets to Groups in Zendesk
How can I route chat tickets to a specific group in Zendesk?
You can route chat tickets to a specific group in Zendesk by creating a trigger based on tags. This involves setting up conditions and actions in the Admin Center. First, navigate to the Objects and rules section, then select Business Rules and Triggers. Add a new trigger and set conditions to check if a ticket is updated and contains specific tags, such as 'zopimchatended' and a department-specific tag like 'salestag'. Finally, set the action to assign the ticket to the desired group, such as 'Sales'.
For more detailed steps, you can refer to the originalZendesk help article.
More related questions
What conditions are needed to route chat tickets in Zendesk?
To route chat tickets in Zendesk, you need to set specific conditions in a trigger. The conditions should include checking if a ticket is updated and if it contains certain tags. For instance, use the 'zopimchatended' tag to identify the end of a…
What actions should be set to route chat tickets to a group?
To route chat tickets to a group, you need to set specific actions in your Zendesk trigger. Once the conditions are met, the action should be to assign the ticket to the desired group. For example, if the chat is related to sales, you would set the…
Why use the 'zopimchatended' tag in Zendesk triggers?
The 'zopimchatended' tag is used in Zendesk triggers to identify when a chat session has ended. This tag is crucial because it ensures that the trigger only processes tickets after the chat has concluded, allowing for accurate routing based on…
How do I add a new trigger in Zendesk for chat ticket routing?
To add a new trigger in Zendesk for chat ticket routing, go to the Admin Center and click on the Objects and rules icon. Then, select Business Rules and Triggers. On the top right of the page, click 'Add trigger'. From there, you can set the…
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