Use Chat Triggers for Routing in Zendesk Agent Workspace
Should I use Support triggers or Chat triggers for routing chats in Zendesk Agent Workspace?
For routing chats in Zendesk Agent Workspace, you should use Chat triggers. Chat triggers can set the department for a chat before the visitor reaches out, ensuring the chat is routed to the appropriate group from the moment the ticket is created.
Support triggers, however, only run after a ticket has been created, which can cause confusion as chat routing begins before these triggers can fire. Therefore, using Chat triggers is recommended for efficient chat routing in Agent Workspace. For more details, check out the originalZendesk article.
More related questions
How do Chat triggers work for routing chats in Zendesk?
Chat triggers in Zendesk are designed to set the department for a chat before the visitor even reaches out. This proactive approach ensures that the chat is routed to the correct group as soon as the ticket is created. By using Chat triggers, you…
What are the limitations of using Support triggers for chat routing in Zendesk?
Support triggers have limitations when it comes to chat routing in Zendesk because they only activate after a ticket has been created. This means that the chat routing process, which begins before the ticket creation, is already underway,…
Can I use the department's API endpoint for chat routing in Zendesk?
Yes, if your chat routing needs are more complex than what Chat triggers can handle, you can use the department's API endpoint along with custom code for routing in Zendesk. This method, like Chat triggers, sets the department on chats before a…
What should I consider when routing live chats in Zendesk Agent Workspace?
When routing live chats in Zendesk Agent Workspace, it's important to use Chat triggers to set the department before the visitor reaches out. This ensures efficient routing from the moment a ticket is created. If your routing needs are more…
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