Setting Up Language-Based Skill Routing in Zendesk
How do I set up a skill routing rule for language-specific tickets?
Setting up a skill routing rule for language-specific tickets involves creating a skill type for the language and assigning it to agents who speak that language. For instance, you can create a skill type called 'Language' with a skill named 'Spanish'.
In the Admin Center, go to Business rules > Skills, and set the condition 'Language | Is | Spanish'. This will route Spanish-written tickets to Spanish-speaking agents. Make sure to create a skills-based view for agents to access these tickets.
More related questions
What is skills-based routing in Zendesk?
Skills-based routing in Zendesk is a feature that allows you to direct tickets to agents with the right expertise. By using skills-based routing, you can ensure that tickets are handled by agents who have the specific skills needed to resolve them…
How can I create a skill routing rule based on ticket intent?
To create a skill routing rule based on ticket intent, you need to define a skill type and assign it to agents who specialize in that area. For example, you can create a skill type called 'Specialty area' with a skill named 'Refunds'. In the Admin…
Can I create a skill routing rule based on both intent and language?
Yes, you can create a skill routing rule based on both intent and language. This involves creating a skill type that combines both elements, such as 'Language-specific specialty area'. For example, you can create a skill named 'Spanish - Refunds'…
How can I route tickets based on customer sentiment in Zendesk?
Routing tickets based on customer sentiment involves creating a skill type for sentiment and assigning it to agents trained to handle specific sentiments. For instance, you can create a skill type called 'Customer service' with a skill named…
What are the prerequisites for using skills-based routing in Zendesk?
To use skills-based routing in Zendesk, you need to have the Advanced AI add-on. This add-on enables the features described in the help documentation, such as intelligent triage and skills-based routing. With the Advanced AI add-on, you can…
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