Routing & Automation for Tickets - Frequently asked questions
Frequently asked questions
What are the standard Zendesk ticket routing options?
Zendesk offers a basic ticket routing framework that automatically converts support requests into tickets. This framework includes standard views and triggers that ensure every new or updated ticket appears in at least one view and triggers at…
How does Zendesk's push and pull routing models work?
Zendesk offers two main routing models: push and pull. Push routing assigns tickets to agents automatically, while pull routing allows agents to assign work to themselves. Push routing includes options like omnichannel routing, which assigns…
What is omnichannel routing in Zendesk?
Omnichannel routing is Zendesk's comprehensive routing solution that provides consistent logic across email, messaging, and Talk channels. It assigns tickets based on agent availability and capacity, and on Professional plans and above, it can also…
How can business rules automate ticket workflows in Zendesk?
Business rules in Zendesk, such as triggers, automations, and macros, can automate ticket workflows by performing actions based on specific criteria. Triggers are event-based and can modify ticket properties or send notifications when a ticket is…
What are the benefits of using skills-based routing in Zendesk?
Skills-based routing in Zendesk allows tickets to be assigned to agents based on their specific skills, ensuring that the most qualified agent handles each ticket. This can be used as a standalone method or as part of omnichannel routing. Agents…
How can Zendesk's advanced AI features enhance ticket routing?
Zendesk's Advanced AI features enhance ticket routing by providing intelligent triage and generative AI for agents. These features help streamline the customer service experience by automatically suggesting responses or articles and unlocking…
What are the key considerations for using omnichannel routing?
When considering omnichannel routing, it's important to evaluate your Zendesk account plan, the size of your organization, and the channels you use. Omnichannel routing is most beneficial for larger organizations or those using multiple channels,…
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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.”
Zeffy
“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.”
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