Troubleshooting Omnichannel Routing in Zendesk
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…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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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.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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