Why Zendesk Added Custom Routing Queues
Why did Zendesk introduce custom omnichannel routing queues?
Zendesk introduced custom omnichannel routing queues to address feedback about the need for overflow options and to optimize workflows.
These queues allow for built-in overflow to other groups of agents, helping to improve first reply times and achieve SLA objectives. By enabling more flexible routing, agent productivity can be increased, and tickets can be handled more efficiently.
More related questions
What are custom omnichannel routing queues in Zendesk?
Custom omnichannel routing queues allow you to group tickets by specific criteria and route them to multiple groups at once. Previously, tickets had to be assigned to a group before routing, which could delay response times if no one in the group…
What do I need to do to start using custom queues in Zendesk?
No action is required to start using custom queues, as they are automatically rolled out to Professional and Enterprise accounts. Your existing omnichannel routing workflow will remain unchanged unless you decide to create custom queues. If you…
How do triggers interact with custom queues in Zendesk?
Triggers in Zendesk run whenever a ticket is created or updated, and their actions are applied before the ticket is evaluated for queue assignment. If a trigger assigns a group to a ticket, but the ticket is then placed in a custom queue, the…
Can a ticket re-enter a queue after being assigned to an agent?
No, once a ticket is assigned to an agent from a queue, it cannot re-enter the queue. If the ticket is reassigned to another group or agent, the reassignment takes effect immediately without the ticket going back into the queue. This ensures that…
How do skills affect ticket routing in Zendesk queues?
Skills are not available as conditions for queues, but they are considered during ticket routing if already added to a ticket. Omnichannel routing will take into account agent skills, status, and capacity. If no agents with the required skills are…
How can I check which queue a ticket was added to in Zendesk?
You can check a ticket's queue assignment by viewing the ticket event log in Zendesk. The event log records all updates and changes to a ticket, including its queue assignment. This allows you to track the ticket's journey through the system and…
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