Using Omnichannel Routing in Zendesk
Can I use omnichannel routing instead of triggers in Zendesk?
Yes, if you're using omnichannel routing in Zendesk, you can automatically direct tickets to agents based on their availability and capacity, eliminating the need for setting up triggers. Omnichannel routing streamlines the process by considering agent workload and availability, ensuring efficient ticket handling.
This feature is particularly useful for organizations looking to optimize their support operations without manually setting up triggers for each ticket type. For more information, you can refer to the Zendesk documentation on omnichannel routing.
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