Understanding Omnichannel Routing in Zendesk
What is omnichannel routing in Zendesk?
Omnichannel routing in Zendesk is a sophisticated system that assigns tickets from various channels like email, calls, and messaging directly to agents based on their availability and capacity. For users on Professional plans and above, it also considers ticket priority and skills. This system ensures that work is distributed efficiently among agents, improving response times and customer satisfaction. To use omnichannel routing, you must have the Agent Workspace enabled. For more details, check out theoriginal Zendesk documentation.
More related questions
How do standard and custom queues work in Zendesk's omnichannel routing?
In Zendesk's omnichannel routing, there are two types of queues: standard and custom. The standard queue is the default and routes tickets based on the ticket's assigned group. Custom queues, on the other hand, are defined by admins and can route…
What are the essential facts about omnichannel routing queues?
Omnichannel routing queues in Zendesk apply the same configuration settings across all queues. Tickets are matched to queues based on conditions, and if no custom queue conditions are met, they default to the standard queue. Custom queues take…
How does Zendesk prioritize tickets within a queue?
Zendesk prioritizes tickets within a queue first by ticket priority (for Professional plans and above) and then by their routing eligibility timestamps. This ensures that higher priority tickets are addressed first, followed by those that have been…
Can tickets re-enter a queue after being assigned in Zendesk?
Once a ticket is assigned to an agent in Zendesk, it leaves the queue and cannot re-enter a custom queue. However, if a ticket becomes eligible for re-routing, it is inserted into the standard omnichannel routing queue based on its…
What conditions make a ticket eligible for routing in Zendesk?
For a ticket to be eligible for routing in Zendesk, it must be assigned to a group (unless using custom queues), have a status of New or Open, and be unassigned. Email tickets also need the auto-routing tag if they don't match any custom queues….
How does Zendesk handle ticket routing when an agent goes offline?
When an agent goes offline in Zendesk, there are options to reassign their tickets. Agents can bulk edit their tickets to set the assignment to Null, or use the Out of Office app. Zendesk is also working on a feature to automatically reassign all…
How are reopened tickets handled in Zendesk's routing system?
Reopened tickets in Zendesk are treated based on their routing eligibility timestamps. If a ticket becomes eligible again for routing after being reopened, it is inserted back into the queue based on its subsequent eligible-for-routing timestamp….
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