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 see skills on the ticket, and update them if needed. You can also add a "Skill match" column to a view, and it will tell the viewer which tickets match their skills, and which don't.
An early start on setup and testing
We know setting up new business rules is a lot of work: strategizing, implementing, testing, tweaking. So we're giving you a head start by providing the means to do that while we complete the rest of the feature set.
While the column enables end-to-end setup and testing, it's not how we see agents actually getting their matching tickets from views in most organizations. In the next release, we'll be providing a way to show agents just the tickets they're qualified to answer.
You can set up skills right now without impacting your workflow. In fact, until you add 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 Limited Availability?
When this feature was launched in March, it was in "Limited Availability" (LA) as opposed to the more familar General Availability (GA). What was that about?
There's a lot of power behind this new business rule. We built a whole system from scratch to support the creation, definition, and management of agent skills and routing rules. It's designed for future expansion (we have big plans).
We did internal and beta testing, but there's nothing like real world performance data when you're launching a brand new thing. So while the feature went live on March 30, not all Enterprise accounts got it right away. We decided to roll it out in batches while monitoring performance to make sure it was solid.
But as of this update (May 4th), that process is complete, and all Enterprise accounts should have access to Routing.
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 more enhancements and new functionality to serve those additional needs.