Aktivieren und Konfigurieren der Omnichannel-Verteilung

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Jacquelyn Brewer

Zendesk Documentation Team

Bearbeitet 02. Mai 2025

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      Barry Neary

      HI 1265844704610 

       

      Could you create routing queues that could prioritize specific types of tickets? e.g. you could have criteria A, B and C which could be custom fields, tags or some other ticket condition. Then you could have several queues, each with a different queue priority, each requiring a different criteria setting and each assigned to the same group. So tickets that meet a certain combination of criteria go into a certain routing queue. Tickets in the highest priority queue will be assigned to the group first before tickets to the next priority queue….

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      Bobby Koch

      I would also like to know, are there plan sto be able to have a prioritization matrix with weighted points? I.e.,  be able to weigh certain interactions are more urgent than others, or be able to deprioriize tickets in favor of other tickets

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      Bobby Koch

      1263082080589 need your help with this

       

      Talk not having a FRT SLA makes the “Route by SLA” a bit concering. Basically, if we use that, we are saying all messaging tickets are more important than phone calls… which could be true but isn't always true. How would you solve for that? Are there any plans to do this or support this? I want to be able to route tickets like this

      - Phone call 1
      - Messaging 1
      - Phone call 2
      - etc., 

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      Barry Neary

      1263082297649 : perhaps bump bump solve may be of use here?

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      Viachaslau

      I want to give some additional context to my previous message. We've run into difficulties in creating these automation rules because we can't tie them to whether or not an original agent is on shift. Accordingly, with the default settings, we've run into situations where when the SLA is less than an hour, sometimes a ticket is picked up from the original agent right in the middle of a conversation (which is possible since the automation rule works once per hour). As a result, we had to be more creative so that the automation rules don't contradict SLAs, accordingly we need to deactivate SLAs less than an hour and use custom queues instead. 

       

      Once again I want to emphasize that we want this feature to be more flexible. And that a feature in Omnichannel configuration should not be automatically applied to tickets that do not participate in omnichannel routing. 

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      Viachaslau

      1263082080589 
       

      Is the ticket an email one? If its not going back through queues then it will need the auto routing tag

       

      We've recently encountered the opposite situation than the one 9050175727898 cited. When “Turn on assignment for reopened tickets” feature in Omnichannel configuration works for emails that don't have a routing tag. And we got confirmation in a support ticket that this was not a bug but expected behavior:

       

      Rather than a bug that could be an improvement that we can make to the feature, since currently there is no option to include specific tickets (based on tags or other conditions) for the unassignment when they go back to open. I'm going to flag this case as a product feedback now, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

       

      We ended up disabling this feature and solved the problem with a workaround: removing a routing tag for tickets in Open staus, creating automation rules to add a tag back to emails at some point of their journey and then routing them through custom queues (rules - a ticket in the Open status and has that added tag). “Turn on assignment for reopened tickets” feature should be more customizable natively, as typically companies only want to apply it to certain groups (e.g. first line support), while for second or third lines  a ticket should remain assigned to the origianl agent by default (we only made one exception - when the SLA violation deadline is approaching).

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      Viachaslau

      1902995650204 Really appreciate you coming back with confirmation. Thank you very much, great news

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      Onur Okutan

      Hi Viachaslau,

      Thanks for your feedback! In our backlog, we have an update to allow customers to disable the composer for new messages once a conversation is closed—this will be an optional setting, giving flexibility based on different needs. Additionally, we’re considering an improvement to move all closed conversations to an archived conversations list, making it easier to navigate between active and closed conversations.

      While we can’t provide a specific timeline for these updates, we see the value in them and appreciate your input!

      Best,
      Onur

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      Barry Neary

      Hi 9050175727898 

       

      Is the ticket an email one? If its not going back through queues then it will need the auto routing tag

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      Artur Je


      Hello! Barry Neary

      I set up Omnichannel routing in Zendesk, also turned on "Turn on assignment for reopened tickets" for the  "Offline" status, but for some reason, if the operator was “Online” and sent the ticket to "Pending" or "Solved", and operator switched to “Offline” status, and the client responded to this ticket, then the ticket becomes "Open" and is not assigned to the new operator in the “Online" status.

      I tried removing the line from Actions "Ticket > Assignee - Ticket > -" in my triggers, but it didn't help, in this case the ticket remains on the same operator who is Offline without reassigning to another operator Online status.

      please help!

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