Workflow Best Practices & Recipes - Frequently asked questions
Frequently asked questions
How can I use omnichannel routing to manage calls in Zendesk?
Omnichannel routing in Zendesk helps streamline call management by directing calls to the right agents. This feature ensures that calls are efficiently routed based on predefined criteria, such as agent skills or availability, enhancing customer…
What are the best practices for using omnichannel routing to achieve first reply time SLAs?
To achieve first reply time SLAs with omnichannel routing, it's crucial to define clear service level agreements and configure your routing rules accordingly. This ensures that customer inquiries are prioritized and handled within the agreed…
How can I use triggers to add comments and notes to tickets in Zendesk?
In Zendesk, you can use triggers to automatically add comments and notes to tickets, streamlining communication and record-keeping. This requires the Advanced AI add-on, which allows you to set up conditions and actions that automate these updates….
How do I set up a workflow to automatically close tickets from abandoned calls?
You can create a workflow in Zendesk to automatically close tickets generated by abandoned calls. This helps keep your ticket queue clean and focused on active issues. By setting up specific conditions and actions within your workflow, you can…
What is the process for using skills in omnichannel routing to overflow calls?
Using skills in omnichannel routing allows you to overflow calls to other agents when the primary agents are unavailable. This ensures that calls are handled by the most qualified agents, improving service quality. Make sure omnichannel routing is…
How can I display ticket age in views using a workflow recipe?
To display ticket age in views, you can create a workflow that combines ticket fields and automations. This setup allows you to easily track how long tickets have been open, helping prioritize and manage your support workload effectively. By…
How do I send holiday notifications using triggers in Zendesk?
Sending holiday notifications in Zendesk can be automated using triggers. By setting up specific conditions and actions, you can ensure that customers are informed about holiday closures, helping manage expectations and reduce inquiries during…
What are the steps to build an ideal workflow in Zendesk?
Building an ideal workflow in Zendesk involves considering various elements like triggers, automations, and business rules. By fine-tuning these components, you can create a streamlined process that enhances efficiency and productivity. It's…
How can I manage outages using SLA policies in Zendesk?
Managing outages in Zendesk can be effectively handled using SLA policies. By setting up specific policies, you can ensure that service disruptions are addressed promptly and within agreed timeframes. This approach helps maintain customer trust and…
How do I notify external email addresses using Zendesk triggers?
Notifying external email addresses in Zendesk can be automated using triggers. This feature allows you to set up conditions that send notifications to external parties, keeping them informed about ticket updates or other important information. It's…
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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.”
Freecash
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