Using Skills in Triggers in Zendesk
Can skills be used in triggers in Zendesk?
Yes, skills can be used in triggers in Zendesk, but only if omnichannel routing is enabled. When omnichannel routing is off, skills are not available for use in triggers. This feature allows you to incorporate skills into trigger conditions and actions for more tailored routing.
More related questions
How do I rename a skill in Zendesk?
Renaming a skill in Zendesk is straightforward and updates automatically across tickets and agent profiles. To rename a skill, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules > Skills'. Hover…
What happens when I delete a skill in Zendesk?
Deleting a skill in Zendesk permanently removes it from tickets and agent profiles. To delete a skill, go to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules > Skills'. Hover over the skill you want to…
Can I move skills between skill types in Zendesk?
Unfortunately, you cannot move skills between skill types in Zendesk. If you need a skill in a different skill type, you must recreate it in the desired skill type. Skill types are primarily for organizing skills and have limited management options.
How do I rename a skill type in Zendesk?
Renaming a skill type in Zendesk is simple and helps organize your skills better. To rename a skill type, go to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules > Skills'. Hover over the skill type you want…
What are the effects of modifying skills in Zendesk?
Modifying skills in Zendesk can have several effects. Changing a skill's name updates it on tickets and agent profiles. Skill names must be unique within a skill type, and it's recommended to avoid repeating names across different types. Deleting a…
Who can manage skills in Zendesk?
In Zendesk, admins and agents with custom roles and permissions can manage skills. This includes viewing, editing, and deleting skills, as well as assigning them to agents. The ability to see the skills field on tickets is set at an account level,…
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