Routing Messaging Notifications - Frequently asked questions
Discover how to route incoming messaging notifications to assigned agent groups. Explore FAQs on setup, customization, and troubleshooting for efficient notification management.
Frequently asked questions
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…
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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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