Zendesk Ticket Routing for Similar Agents
How does Zendesk handle ticket routing with agents of the same skill and capacity?
In Zendesk, when two agents have the same skill and capacity limits, the system uses a round-robin style to distribute tickets. This means that if both agents have no tickets assigned, one agent will receive the first ticket, and the other will receive the second ticket, alternating back and forth.
This method ensures a balanced workload among agents with similar capabilities. If this isn't happening as expected, it may be necessary to review the configuration or contact Zendesk support for further assistance.
More related questions
What is omnichannel routing with unified agent status in Zendesk?
Omnichannel routing with unified agent status in Zendesk allows tickets to be directed to team members based on their availability and capacity. This feature enables agents to set their status for multiple channels simultaneously, ensuring…
How can I configure omnichannel routing in Zendesk?
Configuring omnichannel routing in Zendesk involves several steps to ensure it meets your workflow goals. You can turn on omnichannel routing, manage your configuration, and understand how queues work. Admins can create additional routing queues…
What are the best practices for planning an omnichannel routing workflow?
Planning an omnichannel routing workflow involves understanding your team's capacity and setting up the system to match your workflow goals. Best practices include defining custom agent statuses and using skills to route tickets effectively….
How do I troubleshoot common omnichannel routing issues in Zendesk?
Troubleshooting common omnichannel routing issues in Zendesk involves identifying the root cause of the problem and applying the appropriate solution. If tickets are not routing as expected, check the configuration settings and ensure agents'…
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