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Verteilen von Messaging-Tickets und Benachrichtigen von Agenten



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Aimee Spanier

Zendesk Documentation Team

Bearbeitet 19. März 2025


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19 Kommentare

Is there a way to redirect users to a department from the API zendesk ?

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Hi there, I am looking for an answer to Shot Scope Support's question as I am in the same kind of situation. Our product does not have quick answers conducive to the use of Chat and I would like a ticket created from the  customer's message if they don't find the answer with the help of the bot.

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Hi 1900285603124 

Not at the moment. But we do have a function wherein it would still get routed to your agents even if it's inactive along with your active tickets. Please see Messaging activity routing

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Hi Bobby,
 
If you enabled your Omnichannel routing, you'll manage notification settings in the Admin Center. If no, then the messaging notification will be managed in your Chat dashboard and configure the notification based on your preferred option and routing rules. To learn more of the set up, see Setting up notification routing for messaging.
 
Hope this helps. Thank you! 
 

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I am still pretty confused here. I want to send notifications when a new messaging ticket is created. Do I have the option to use chat routing rules or omni-channel routing? Or do I use both?

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Is it possible to turn this functionality off when using Omnichannel? 

Inactive messages in omnichannel routing

An inactive messaging ticket (more than 10 minutes without a reply) is automatically assigned to an agent with spare capacity on a round robin basis. It won’t use up any of that capacity.

Once an agent comes online, assuming they are not at max capacity, they will be automatically assigned an inactive message from the queue without needing to accept it. If there are several inactive messages in the queue, then the first agent online in the group will be assigned them all. If more than one agent comes online at the same time, the inactive tickets are assigned starting with the agent who’s gone the longest without any messages.

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Hello Bobby,
 
You can create a trigger and use the Organization name or Organization custom field as the condition to route messages from a specific organization to the respective group. 
 
Here's an example of trigger conditions and action:

 
For more information, you can also visit the article Recipe: Routing messaging tickets using Support triggers.
 
Hope this helps!

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How can we utilize organizaiton data to route messages?

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Looking for some advice 

I am using omni channel to distribute all of our tickets to the relevant group based on SLA / priority of the ticket. 

I am also using flowbuilder to increase self service. When we use the 'transfer to agent' option in flow builder the ticket has a trigger to set the SLA for 2 minutes for a live chat and 8 hours if its something that is less urgent. 

However, because all tickets are coming in via the messenger channel, the message still appears as a new live chat conversation regardless of the SLA that is set. This means I have agents picking up tickets immediately that should be queued for 8 hours which is causing older tickets to go out of SLA. Any advice will be appreciated! 

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