Clik Rogan

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How is everyone else working around this roadblock?

We have recently migrated from Slack to MS Teams and this is one aspect we haven't been able to nail in the migration. 

Any advice or related articles are welcome! 

This hack is great for when you have offboarded agents prior to sharing their valuable Explore Dashboards 😅

Tried and tested! Thank you @... for saving the day! 

I've just made an edit to my snippy provided. 

Updates are;

• Channel > is > Messaging 
• Moved my unique ticket field to "meet ANY of these conditions" - This way if we have any other flows needing to be routed to this team, we can simply add it here. 

Hey @... thanks for that! It worked! 

@... Yeah I'm feeling we may end up doing something similar until this Product goes to market. The product thus far has HUGE potential and pretty excited to see this rolled out across all of our websites. 

Thanks for your help too! =]

Hi All, 

GOAL: I was trying to push specific Messaging chats to our Sales group based on the options selected by our customers. Our "I want to make a purchase > Talk to human". flow should route directly to our "Sales/Product" team. 

ISSUE: Without a support trigger to do this, your customer will essentially be presented to ANYONE who is online - Defeating the purpose of skill based groups (for those who operate in this way). So for Messaging it is crucial for us to be able to route the specific issue a customer has raised to the specific group set up in Zendesk to tackle this particular query.

SOLUTION: I created a support trigger that uses the specific ticket field we created to obtain certain info for our Sales team from our customer. This is essentially how I defined which group should be presented with this chat. 

Looks something like this...
Ensuring that the specific ticket field is present - you can leverage off this to then set your trigger actions accordingly. As shown below I've ensured that when this particular ticket field is present in a Messaging conversation, that the ticket will be presented specifically to our Products group (Sales). 
Ticket field "What item(s) are you looking for?" is specifically for our Sales Form. 

Now I would also consider using the Out of Office app available in ZD Support to ensure any returning customers on these tickets, are presented to the next available agent when the initial agent is on leave/RDO/out of office. This fixes the issue with customers being routed to "humans" when they are not online. 

I hope this helps anyone!

Hey @...,

Thank you for that! I managed to work it out using unique ticket fields presented to the customer prior to the expected transfer to agent. This way I was able to define exactly which group will be presented with the chat.

Any ideas on how to populate the Customers name? All of my chats are coming through as "Web User 74358734957934"? 

Hey @... How'd you manage to route to an agent for your "in-office" hours workflow?

I'm on struggle street with this piece! 

Hi All, 

How is everyone setting up their Messaging triggers to route end users to a specific group?

I have a selection called "I want to make a purchase" and I want this to route straight to a human in our Sales group. 

I believe this is possible - But how? Any help would be much appreciated! =] 

Hi There, is it possible for a breakdown of what a messaging trigger would look like if we were wanting to route an end user to a specific group based on the "needs selector/options selector"?