Setting Up Fallback Groups for Call Routing in Zendesk
Can I set up fallback groups for call routing in Zendesk?
Currently, Zendesk does not support setting up multiple fallback groups for call routing. Calls can only be routed to a single group, which means there can't be a fallback group. This limitation applies to both group routing and IVR routing.
However, Zendesk is aware of this limitation and has plans to address it in the future. For now, you can configure different groups for different phone lines or IVR keypresses, but not multiple fallback groups for a single line or keypress.
More related questions
How does omnichannel routing prioritize VIP customer calls in Zendesk?
Omnichannel routing in Zendesk allows you to prioritize calls from VIP customers by using triggers, tags, and ticket fields. This ensures that important customers, who contribute significantly to your business, receive prompt support. By tagging…
What is the process for creating a VIP agent group in Zendesk?
Creating a VIP agent group in Zendesk involves grouping agents who are best suited to handle calls from important customers. This is done by identifying senior agents with the necessary skills and experience to provide prompt and efficient support….
How can I identify and tag VIP customers in Zendesk?
Identifying and tagging VIP customers in Zendesk can be done in two ways: by tagging individual end users or by using organizations. For individual users, simply add a VIP tag to their profile. This ensures that any tickets they create will…
What are the benefits of using omnichannel routing for calls in Zendesk?
Omnichannel routing in Zendesk offers several benefits for managing calls, especially for VIP customers. It allows you to create tickets for calls as soon as they enter the queue, enabling the use of triggers to influence call routing before they…
How do I create a routing trigger for VIP calls in Zendesk?
Creating a routing trigger for VIP calls in Zendesk involves setting up conditions and actions that prioritize and route these calls to the appropriate agent group. Start by navigating to the Admin Center, clicking on 'Objects and rules' in the…
How does Zendesk handle agent status changes automatically?
Zendesk automatically changes an agent's status to offline if certain events are detected, such as closing the Agent Workspace without signing out or losing connection due to a network outage. This feature helps ensure that agents are not…
What should I do if omnichannel routing causes calls to be rejected as 'outside of business hours'?
If you experience issues with calls being rejected as 'outside of business hours' after enabling omnichannel routing, it may not be the expected behavior. There should be no additional setup required for omnichannel routing to work with calls. To…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“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.”
Freecash
“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.”
Freecash
Reduce support costs.Spend more time on customer success.
