Scale Ticket Routing in Zendesk Without Individual Triggers
Is it possible to scale ticket routing in Zendesk without individual triggers for each agent?
Scaling ticket routing in Zendesk without individual triggers for each agent is not directly supported, but there are alternatives.
While Zendesk requires a specific trigger for each agent, you can route tickets to a group of agents instead. This method allows you to manage a larger number of agents without creating individual triggers for each one. You can also create a ticket view to show all tickets assigned to the agent's group, simplifying management.
More related questions
How can I automatically route tickets from a specific customer to a specific agent in Zendesk?
To automatically route tickets from a specific customer to a specific agent in Zendesk, you need to use tags and triggers. First, create a unique tag for the customer in their profile. Then, set up a trigger that assigns tickets with this tag to…
What are the steps to create a user tag in Zendesk for ticket routing?
Creating a user tag in Zendesk is the first step in routing tickets to a specific agent. You need to add a unique tag to the customer's profile. To do this, navigate to the Customers page in Support, find the end user whose tickets you want to…
How do I set up a trigger in Zendesk to assign tickets to a specific agent?
Setting up a trigger in Zendesk involves creating conditions and actions to automatically assign tickets to a specific agent. This is done after tagging the user. To create a trigger, go to the triggers section and create a new one. Add conditions…
Can I automatically assign follow-up tickets to the same agent in Zendesk?
Currently, Zendesk does not natively support automatically assigning follow-up tickets to the same agent. However, there is a workaround available. While Zendesk doesn't have a built-in feature for this, you can use a workaround to ensure follow-up…
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