Using Triggers for Skill Assignment in Zendesk
How do I use triggers to assign skills to incoming calls in Zendesk?
Using triggers to assign skills to incoming calls in Zendesk allows for precise call routing based on caller information. This is crucial for ensuring calls reach the right agents.
To set up a trigger, go to the Admin Center, click 'Objects and rules' in the sidebar, and select 'Business rules > Triggers'. Create or edit a trigger and specify conditions, such as 'Ticket > Channel > Is > Phone call (incoming)'. Under Actions, select 'Add skills' or 'Set skills' and choose the skill to assign, like 'Billing_FR'. Ensure skills are marked as Optional to allow for overflow if necessary. This setup helps route calls based on country codes and language skills.
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