Route Messaging Notifications to Specific Group in Zendesk
How can I route incoming messaging notifications to a specific group in Zendesk?
To route incoming messaging notifications to a specific group in Zendesk, you can use Assigned routing in Chat along with a trigger. First, enable Assigned routing by going to the Chat dashboard, clicking on Settings > Departments, and selecting the department you want. Add the agents or group of agents who'll receive the incoming messages. Then, under Settings > Routing, enable Assigned routing and save the changes.
Next, create a trigger in the Admin Center by opening the Triggers page and clicking Add trigger. Enter a Trigger name and set the conditions to Ticket | is | Created and Channel | is | Facebook Messenger. Under Perform these actions, add the group name you want to route the notifications to. Finally, click Create to save the trigger. For more detailed steps, you can refer to the originalZendesk help article.
More related questions
What are the steps to enable Assigned routing in Zendesk Chat?
Enabling Assigned routing in Zendesk Chat is a straightforward process. Start by navigating to the Chat dashboard, then click on Settings > Departments. Select the department you want to configure and add the agents or group of agents who will…
How do I create a trigger for routing notifications in Zendesk?
Creating a trigger for routing notifications in Zendesk involves a few simple steps. First, go to the Admin Center and open the Triggers page. Click on Add trigger to start setting up a new trigger. Enter a Trigger name and set the conditions under…
Can I adjust the trigger channel conditions in Zendesk?
Yes, you can adjust the trigger channel conditions in Zendesk to fit your specific workflow. When setting up a trigger, you have the flexibility to define the conditions that must be met for the trigger to activate. For instance, you can specify…
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