Skill-based Routing API Changes - Frequently asked questions
Discover answers to common questions about changes in the Skill-based Routing API for instance values. Learn how these updates affect your Zendesk integration.
Frequently asked questions
What change is happening to the Skill-based Routing API on September 2, 2024?
Starting September 2, 2024, the Skill-based Routing API will change how it sorts instance values. The Incremental Instance Values Export endpoint will now sort based on the "updatedat" timestamp instead of the "createdat" timestamp. This means…
How should I prepare for the Skill-based Routing API update?
To prepare for the Skill-based Routing API update, you need to update your integrations. The change involves sorting instance values by the "updatedat" timestamp instead of the "createdat" timestamp. This adjustment will affect how associate and…
What is the impact of sorting by 'updatedat' instead of 'createdat'?
Sorting by 'updatedat' instead of 'createdat' changes the alignment of events in the Skill-based Routing API. Previously, unassociate events were retroactively aligned with associate events. With the new sorting method, associate events will…
Why is Zendesk changing the sorting method for instance values?
Zendesk is changing the sorting method for instance values to improve the alignment of associate and unassociate events. By sorting based on the 'updated_at' timestamp, the system ensures that associate events advance to align with unassociate…
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