image for site

Troubleshooting Omnichannel Routing in Zendesk

Learn how to troubleshoot common omnichannel routing issues in Zendesk by checking routing rules and configurations.

How can I troubleshoot omnichannel routing issues in Zendesk?

To troubleshoot omnichannel routing issues, you need to identify common problems and understand their behaviors. This involves checking the routing rules and configurations to ensure they align with your intended workflow. For more detailed guidance, you can refer to the originalZendesk help documentation.


More related questions

Why can't I edit the ticket subject in Zendesk?

If you're unable to edit the ticket subject, it might be due to restrictions in the ticket events or settings. Ensure that you have the necessary permissions and that the ticket is not in a status that prevents editing. For more information, check…

Can I assign tickets to a specific queue or group based on email address?

Yes, you can assign tickets sent to a specific email address to a queue or group. This is done by setting up routing rules that direct tickets to the appropriate group based on the email address they were sent to. For more details, refer to the…

Is it possible to add more than one requester to a Zendesk ticket?

No, Zendesk only allows one requester per ticket. This is to ensure clear communication and responsibility for each ticket. If you need to involve multiple people, consider using CCs or creating separate tickets.

Why are inline images not displaying for agents in Zendesk tickets?

If agents see inline images as broken links, it could be due to account settings or permissions. Ensure that the images are properly uploaded and that agents have the necessary permissions to view them. For more troubleshooting steps, refer to the…

How can I prevent agents from reassigning tickets in Zendesk?

To prevent agents from reassigning tickets, you can use triggers to control ticket assignments. This involves setting up specific conditions and actions that restrict reassignment. For a step-by-step guide, check the Zendesk help documentation.

Can I delete comments in Zendesk tickets?

No, Zendesk does not allow you to delete comments from tickets once they have been added. This is to maintain a complete history of the ticket interactions. If you need to correct information, consider adding a new comment with the correct details.

Can I edit a ticket comment once it has been added in Zendesk?

No, once a comment is added to a ticket in Zendesk, it cannot be edited. This ensures the integrity of the ticket's history. If you need to make changes, you can add a new comment with the updated information.

Why are my Zendesk ticket placeholders not rendering?

If the {{ticket.link}} and {{ticket.url}} placeholders are not rendering, it might be due to incorrect setup or missing data. Ensure that the placeholders are correctly formatted and that the necessary data is available. For more troubleshooting…

Can I change the ticket requester based on email content in Zendesk?

Yes, you can set the requester of an email ticket to reflect the user information shown in the email body. This requires setting up specific rules or triggers to automate the process. For detailed instructions, refer to the Zendesk help…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites