Issue symptoms
In Zendesk Chat, you are using triggers to route chats based on departments. There are chat agents available, but no agents from the department a chatter selects.
Conditions
- Using departments in Zendesk Chat
- Using Zendesk Chat triggers to route chats to departments
- No agents are available in the department a chatter selects
- Visitors are instead routed to agents in other departments
Cause and resolution
When Chat triggers are being used to route chats to departments and no agents are available in a department, those chats will still be routed to the department regardless of agents not being available. Also any agents that are not in that department will not have access to those Chats.
The best option to avoid this behavior is described in this Recipe: Automatically route chats based on department online status.
4 Comments
Do you have a workaround for the in-app SDK without making a new update on the app?
We could not make triggers with "Set department" action working in the app.
Hey Omar Pera, could you explain in more detail what the issue is that you're currently running into?
Hi Greg,
This is causing delays in implementing the chatbot for Mobile, as we don't want to hardcode assigning it to a department in the Android/iOS apps.
Thanks for that, Omar, that was really helpful! I do have some additional questions though that I think would be best handled in a ticket, so I'm going to create a ticket now with the info that you've shared with me and I'll ask those questions in there.
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