We're pleased to announce a new Zendesk Support workflow tool for admins: Skills-based Routing, available on the Enterprise plan.
Do you have a ton of groups, views, and/or triggers set up to direct tickets to specific subsets of agents based on skills? Or other attributes like location or product line?
That's a lot of extra stuff to set up and manage. A group for every possible combination of skills, plus a set of triggers to assign tickets to those groups, and views to limit who can see them.
We designed Routing to replace many of those with fewer, simpler business rules.
How it works
Admins set up "skills" and associate each one with individual agents. For each skill, you also define a set of ticket conditions. Each new ticket is then checked against those conditions, and if a ticket meets them, it requires that skill. Admins can also see skills on the ticket, and update them if needed.
You can then choose a view to be filtered by the viewer's skill set -- non-matching tickets will be hidden (and skipped if they're in Play mode). Or you can just add a "Skill match" column to a view, and it will simply show a checkmark next to matching tickets.
You can set up skills right now without impacting your workflow. In fact, until you add a filter or a column to a shared view, no agent even has to know about it. Nothing happens to your existing workflow unless you explicitly change it.
What's next for routing?
We know our customers have varying requirements for skills and routing. Rather than build for all cases at once (and taking a very long time to release anything at all), we're taking an iterative approach. Over the coming months, we look forward to launching ongoing enhancements to serve those additional needs. For example, we plan to start making Insights reporting on skills available in July.