Using Omnichannel Routing for Zendesk Messaging
Can I use omnichannel routing for messaging tickets in Zendesk?
Yes, you can use omnichannel routing for messaging tickets in Zendesk, but there are some considerations.
Omnichannel routing allows you to direct tickets from various channels, including messaging, based on agent availability and capacity. On Professional and Enterprise plans, you can also route based on priority and skills. However, omnichannel routing cannot be used with live chat, and the Zendesk Agent Workspace must be activated. For more information, see theoriginal documentation.
More related questions
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What are ticket triggers in Zendesk messaging?
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How do chat routing rules work in Zendesk?
Chat routing rules in Zendesk determine which agents are notified about new messaging conversations. These rules can either broadcast notifications to all agents or assign them to specific agents or groups. The rules are set at the account level…
What happens to messaging requests by default in Zendesk?
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How can I route messaging tickets to a view in Zendesk?
Routing messaging tickets to a view in Zendesk allows agents and admins to easily locate tickets submitted through the messaging channel. While the Chat routing rules still apply, you can create views that are specific to messaging tickets, making…
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