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. However, chats are still routed to available agents in other departments.
- Using departments in Zendesk Chat
- Using Zendesk Chat triggers to route chats to departments
- No agents are available in the department a chatter selects
- Chatters are instead routed to agents in other departments
Cause and resolution
As this time, this is expected behavior in Zendesk Chat. When Zendesk Chat triggers are being used to route chats to departments and no agents are available in that department they will be routed to other available agents.
The best option to avoid this behavior is described in this Recipe: Automatically route chats based on department online status.