Understanding Zendesk's Omnichannel Routing
What is Zendesk's omnichannel routing?
Omnichannel routing in Zendesk is a flexible solution that directs tickets from various sources like email, calls, messaging, and more. It enhances agent efficiency by using sophisticated routing logic. While it works immediately upon activation, planning your configuration can maximize its benefits. This setup applies to all omnichannel routing queues, ensuring a streamlined process across different communication channels. For more details, check out theoriginal documentation.
More related questions
How do I plan my omnichannel routing configuration?
Planning your omnichannel routing configuration involves several steps to ensure efficient ticket management. Start by deciding on a unique routing tag for email tickets and consider modifying existing triggers or creating new ones to add this tag….
How can I edit my routing configuration in Zendesk?
Editing your routing configuration in Zendesk allows you to tailor how tickets are distributed. Access the Admin Center, navigate to Omnichannel routing, and select Routing configuration. Here, you can adjust settings like skills-based routing,…
What is skills-based routing in Zendesk?
Skills-based routing in Zendesk directs tickets to agents with the necessary skills, ensuring they have the right status and capacity. This feature is available on Professional plans and above. You can define skills and assign them to tickets using…
How does messaging activity routing work in Zendesk?
Messaging activity routing in Zendesk allows you to decide whether to count all open messaging tickets towards an agent's capacity or only active ones. This feature is available on Team plans and above. When enabled, both active and inactive…
What is auto-accept for messaging in Zendesk?
Auto-accept for messaging in Zendesk automatically assigns messaging tickets to agents instead of offering them. This feature is available on Team plans and above and cannot be used simultaneously with messaging reassignment timing. It streamlines…
How does messaging reassignment timing work in Zendesk?
Messaging reassignment timing in Zendesk reassigns messaging tickets if the assigned agent hasn't addressed them within a specified time. Available on Professional plans and above, this feature ensures tickets are handled promptly by reassigning…
What is focus mode in Zendesk's omnichannel routing?
Focus mode in Zendesk's omnichannel routing helps agents concentrate on one real-time channel at a time, such as calls or messaging. Available on Team plans and above, this feature prevents agents from being overwhelmed by multiple channels…
How can I route tickets based on priority in Zendesk?
Routing tickets based on priority in Zendesk is straightforward. On Professional and Enterprise plans, omnichannel routing considers ticket priority if set. Use triggers to automatically assign priority when a ticket enters the queue. This can be…
How can I evolve my routing configuration in Zendesk?
Evolving your routing configuration in Zendesk involves periodically reviewing and adjusting settings to optimize performance. Consider feedback, reporting data, and organizational changes to refine your setup. Adjust reassignment timeouts, ticket…
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