Setting Up Spam Routing Triggers in Zendesk
What is the process for creating a spam routing trigger in Zendesk?
Creating a spam routing trigger in Zendesk helps manage spam tickets efficiently by directing them to a specified queue. In the Admin Center, navigate to Business rules > Triggers and add a new trigger. Set conditions to identify tickets with 'Spam' intent and ensure the status is 'New'. Assign these tickets to a dummy group and set their priority to low in the actions pane. This setup prevents agents from spending time on spam, allowing them to focus on genuine customer requests.
More related questions
What is intelligent triage in Zendesk?
Intelligent triage in Zendesk is a feature that automatically determines a ticket's intent, language, and customer sentiment. This helps in efficiently routing tickets to the right agents based on these factors. By understanding the intent,…
How can I create a routing trigger based on ticket intent in Zendesk?
Creating a routing trigger based on ticket intent in Zendesk allows you to assign tickets to the most qualified agents. To do this, navigate to the Admin Center, select Business rules > Triggers, and add a new trigger. Define conditions such as the…
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…
How do I create a routing trigger for tickets with negative sentiment?
To create a routing trigger for tickets with negative sentiment in Zendesk, you can assign these tickets to a group trained to handle such situations. In the Admin Center, go to Business rules > Triggers and add a new trigger. Set conditions to…
Why didn't my intelligent triage trigger run during ticket creation?
If your intelligent triage trigger didn't run during ticket creation, it might be due to using the wrong condition. Intelligent triage conditions don't work with the 'Ticket | Is | Created' condition. Instead, use the 'Status | Is | New' condition…
How does skills-based routing work with omnichannel routing in Zendesk?
Skills-based routing in Zendesk works by assigning tickets to agents based on the skills required to handle the query. When combined with omnichannel routing, it first tries to find an agent with the required skills within a specified group. If no…
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