image for site

Using Skills-Based Routing - Frequently asked questions

Discover answers to common questions about using standalone skills-based routing in Zendesk. Learn how to optimize your support team's efficiency with this feature.

Frequently asked questions

What is skills-based routing in Zendesk?

Skills-based routing in Zendesk allows admins to assign specific skills to agents and set conditions for tickets, ensuring that tickets are routed to agents with the appropriate skills. This setup can be used as a standalone solution or as part of…

How do I create a skills-based view in Zendesk?

Creating a skills-based view in Zendesk involves adding a skills-based condition to a view, allowing agents to see tickets that match their skills. This type of view is recommended because it offers flexibility and scalability. To create a…

What are the limitations of skills-match views in Zendesk?

Skills-match views in Zendesk have several limitations, including the restriction of having only one skills-match view in Support. Additionally, if the ticket count exceeds 3,000 or a processing timeout occurs, some tickets may not appear in the…

How can I convert a skills-match view to a skills-based condition view?

To convert a skills-match view to a skills-based condition view in Zendesk, you need to clone the existing view and add skills-based conditions. First, deactivate your skills-match view in Admin Center under Agent tools > Views. Then, clone the…

How do I validate my skills-based views in Zendesk?

Validating your skills-based views in Zendesk involves setting up a test view and ensuring it displays tickets as expected. Start by creating a view with a skills match column and check for expected checkmarks. Next, test the view with a few…

Can I use skills as conditions in Zendesk triggers?

Currently, skills in Zendesk can only be used as actions in triggers, not as conditions. This means you can add, set, or remove skills using triggers, but you cannot use skills to define when a trigger should fire. While there is interest in…

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