image for site

Use Skill-Based Routing for Chat & Messaging Tickets

Find out how to use skill-based routing in Zendesk to manage chat and messaging tickets effectively.

Can I use skill-based routing to manage chat and messaging tickets?

Yes, you can use skill-based routing to manage chat and messaging tickets in Zendesk, especially if you're on Enterprise and Professional plans. By creating a skill with no agent and using a trigger with specific conditions, you can route tickets to that skill.

This method allows you to control which tickets are routed and which are not, providing flexibility in managing your chat and messaging tickets.


More related questions

How can I stop omnichannel routing from handling chat and messaging tickets?

To prevent omnichannel routing from handling chat and messaging tickets, you can set the capacity for the Messaging channel to 0 for all agents and create a unified agent status that makes agents offline for messaging tickets. If you still want to…

What are the workarounds for routing some chat or messaging tickets in Zendesk?

If you want to route some chat or messaging tickets while using omnichannel routing, there are a couple of workarounds available. On Enterprise and Professional plans, you can enable skill-based routing. Create a skill with no agent and use a…

How can I set agents offline for messaging tickets in Zendesk?

To set agents offline for messaging tickets in Zendesk, you need to create a unified agent status that makes agents offline specifically for messaging tickets. This ensures that messaging tickets are not routed to them. By setting the capacity for…

How do I create a group with no agents for ticket routing in Zendesk?

To create a group with no agents for ticket routing in Zendesk, simply set up a new group and ensure no agents are assigned to it. Then, use a trigger to assign specific tickets to this empty group. This method is a workaround to prevent certain…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites