Workarounds for Selective Chat & Messaging Ticket Routing
What are the workarounds for routing some chat or messaging tickets in Zendesk?
If you want to route some chat or messaging tickets while using omnichannel routing, there are a couple of workarounds available. On Enterprise and Professional plans, you can enable skill-based routing. Create a skill with no agent and use a trigger with specific conditions to route tickets to that skill.
Alternatively, you can create a group with no agents and assign tickets to that empty group using a trigger. These methods allow you to selectively route certain tickets while keeping others out of the routing process.
More related questions
How can I stop omnichannel routing from handling chat and messaging tickets?
To prevent omnichannel routing from handling chat and messaging tickets, you can set the capacity for the Messaging channel to 0 for all agents and create a unified agent status that makes agents offline for messaging tickets. If you still want to…
How can I set agents offline for messaging tickets in Zendesk?
To set agents offline for messaging tickets in Zendesk, you need to create a unified agent status that makes agents offline specifically for messaging tickets. This ensures that messaging tickets are not routed to them. By setting the capacity for…
Can I use skill-based routing to manage chat and messaging tickets?
Yes, you can use skill-based routing to manage chat and messaging tickets in Zendesk, especially if you're on Enterprise and Professional plans. By creating a skill with no agent and using a trigger with specific conditions, you can route tickets…
How do I create a group with no agents for ticket routing in Zendesk?
To create a group with no agents for ticket routing in Zendesk, simply set up a new group and ensure no agents are assigned to it. Then, use a trigger to assign specific tickets to this empty group. This method is a workaround to prevent certain…
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