Using Skills-Based Routing - Frequently asked questions
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…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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