Routing Tickets by Intent and Language in Zendesk
Can I route tickets based on both intent and language in Zendesk?
Yes, you can route tickets based on both intent and language in Zendesk. This is particularly useful if you have language-specific customer service groups. In the Admin Center, create a new trigger under Business rules > Triggers. Set conditions for both the ticket's intent and language, and ensure the status is 'New'. Assign the ticket to the appropriate group and set its priority in the actions pane. This ensures tickets are handled by agents who can communicate effectively with the customer and understand the ticket's intent.
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