Standalone Skills-Based Routing in Zendesk
What is standalone skills-based routing in Zendesk?
Standalone skills-based routing in Zendesk allows agents to assign tickets to themselves based on specific knowledge areas or language abilities. This is a 'pull' routing model, where agents have the autonomy to select tickets that match their skills.
This method is suitable if you want to leverage the specific expertise of your agents without using the Agent Workspace. It empowers agents to manage their workload by choosing tickets they are best equipped to handle, enhancing both efficiency and job satisfaction. For further details, refer to the originalZendesk help article.
More related questions
What is the Advanced AI add-on in Zendesk?
The Advanced AI add-on is a feature in Zendesk that allows you to use intelligent triage for automatically routing tickets. This add-on helps in directing Support and messaging tickets to the appropriate teams based on the ticket's intent,…
How does omnichannel routing work in Zendesk?
Omnichannel routing in Zendesk is a method to assign tickets to agents based on their availability, capacity, skills, and ticket priority. It is a 'push' routing model, meaning tickets are automatically assigned to agents rather than agents…
When should I use triggers for ticket routing in Zendesk?
Triggers in Zendesk are best used for ticket routing if you do not use the Agent Workspace, use live chat, or prefer not to assign tickets based on agent availability, capacity, skills, or ticket priority. Triggers operate as a 'push' routing…
Can intelligent triage evaluate content in multiple languages?
Yes, intelligent triage in Zendesk can evaluate content in multiple languages, although the prediction values are currently available only in English. This feature allows you to route tickets based on their intent, language, and sentiment, making…
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