Zendesk Messaging Ticket Routing Explained
How does Zendesk route messaging tickets to agents?
Zendesk uses a combination of ticket triggers, chat routing rules, and omnichannel routing to manage how messaging tickets are directed to agents.
Ticket triggers automatically route tickets to specific agents or groups based on conditions like custom ticket fields or the messaging channel. Chat routing rules notify agents of new conversations, either broadcasting to all agents or assigning to specific ones. Omnichannel routing, available on Professional and Enterprise plans, routes tickets based on agent availability, capacity, and priority. For more details, check theoriginal documentation.
More related questions
What are ticket triggers in Zendesk messaging?
Ticket triggers in Zendesk messaging are automated rules that route tickets to specific agents or groups based on predefined conditions. These conditions can include data collected from custom ticket fields or the channel through which the ticket…
How do chat routing rules work in Zendesk?
Chat routing rules in Zendesk determine which agents are notified about new messaging conversations. These rules can either broadcast notifications to all agents or assign them to specific agents or groups. The rules are set at the account level…
Can I use omnichannel routing for messaging tickets in Zendesk?
Yes, you can use omnichannel routing for messaging tickets in Zendesk, but there are some considerations. Omnichannel routing allows you to direct tickets from various channels, including messaging, based on agent availability and capacity. On…
What happens to messaging requests by default in Zendesk?
By default, Zendesk's out-of-the-box configurations handle messaging requests with a straightforward routing process. When a customer requests agent assistance, they are transferred from the bot to an agent, and a ticket is created. This ticket…
How can I route messaging tickets to a view in Zendesk?
Routing messaging tickets to a view in Zendesk allows agents and admins to easily locate tickets submitted through the messaging channel. While the Chat routing rules still apply, you can create views that are specific to messaging tickets, making…
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