Barry Neary

1. Community
2. Feedback - Ticketing System (Support)
3. Omnichannel Routing - Choose ticket status order

Hi Laura An unassgined ticket has a New ticket status - these are the ones that we auto assign Once a ticket is assigned to an agent - its ticket status changes from New to Open and hence these don...

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• Barry Neary
• Erstellt 14. September 2023 09:21
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1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

Hi Rob Tihanyi We are now deploying this - it may take a day or two to be deployed to all instances Let me know if you have any issues Barry

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• Barry Neary
• Erstellt 14. September 2023 09:16
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1. Objects and rules
2. ...
3. Routing
4. Adding and managing skills on tickets

Hi Chris Stewart In the skills area there are two main areas shown when you click on a skill: 1) The conditions area: where you can setup conditions to add a skill when ticket is created 2) The ag...

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• Barry Neary
• Erstellt 14. September 2023 08:43
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1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

Hi Rob Tihanyi This will be developed and depoyed within the next few weeks Barry

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• Barry Neary
• Erstellt 8. September 2023 13:47
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1. Objects and rules
2. ...
3. Routing
4. Routing options for incoming tickets

Hi Uyen Nguyen It will be possible to configure it so that if Tier 1 is not available (e.g. they are all at capacity) , automatically assign ticket to an agent in the tier two group

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• Barry Neary
• Erstellt 4. September 2023 08:55
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1. Zendesk updates
2. Announcements
3. Announcing the ability to reassign reopened tickets with omnichannel routing

HI Joey Just to confirm, you dont want a custom status to change even if the agent closes their browser? If so we can accomplish this with the above mentioned exclusion list Barry

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• Barry Neary
• Erstellt 4. September 2023 08:53
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1. Objects and rules
2. ...
3. Routing
4. Routing options for incoming tickets

Hi Uyen Nguyen We are introducing overflow capability late this year/early next year where you can set it up so that it only goes to Tier 2 if tier 1 group is not available. 

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• Barry Neary
• Erstellt 24. August 2023 08:49
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1. Objects and rules
2. ...
3. Routing
4. Managing your omnichannel routing configuration

Hi Emma Nightingale If you have a trigger that has an action 'assign it to group A' and you want tickets to be auto routed in that group then have a second action 'add auto_routing tag'.  For examp...

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• Barry Neary
• Erstellt 24. August 2023 08:35
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1. Objects and rules
2. ...
3. Routing
4. Managing your omnichannel routing configuration

Hi Emma Nightingale For email, simply by not adding the auto routing tag to tickets you dont want routed, those tickets will appear in views as before and agents can pull them from these views Pres...

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• Barry Neary
• Erstellt 22. August 2023 14:34
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1. Objects and rules
2. ...
3. Routing
4. Managing your omnichannel routing configuration

Hi Emma Nightingale Are you referring just to messaging tickets? If you dont want them all to be routed directly to an agent, then you could assign specific messages to an empty group and allow age...

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• Barry Neary
• Erstellt 21. August 2023 10:49
• 1 Stimme