Skills-Based Routing in Zendesk - Frequently asked questions
Frequently asked 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…
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…
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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“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.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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