Understanding Skills-Based Routing in Zendesk
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 efficiently.
This feature can be paired with intelligent triage, which automatically determines a ticket's intent, language, and customer sentiment. By combining these two features, you can create a more streamlined and effective ticket routing process, ensuring that tickets are handled by the most suitable agents. For more details, check out theoriginal article.
More related questions
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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