Using skills-based routing

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68 Comments

  • Kristen Mirenda

    Thank you for all your questions -- it's great to see so much interest in the feature! Obviously we can't do everything at once, and some of your asks are complex or have a lot of interdepedencies. But we do take them into account on balance against the many other product requests we receive.

    As of today,

    @Pauli -- using skills in triggers is not currently planned. Having one rule kick off another gets pretty complicated. We hope that routing rules can replace many triggers, however. We are also looking at ways that routing rules can be re-run after ticket creation so the rule may be applied later in the ticket lifecycle as triggers are.

    @Ola -- we hear you and it's on the backlog, but it's highly cross-dependent with work on the Views feature that would be needed in order to accommodate it. I don't have a timeline for you right now.

    @Melysa -- we are moving in that direction and it also involves a lot of cross-product coordination and prioritization. I don't have a timeline for you either, but it is part of the ultimate vision as of now.

    In the meantime, I hope the newly launched ability to have agents update skills on a ticket is helpful to your desired workflows! https://support.zendesk.com/hc/en-us/articles/360025120514

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  • Oliver Tietze

    Masha Patrakova as far as I learned "no conditions" is not possible for SBR. You have to set at least one condition to assign that skill to the ticket. 

    Skill rules are, as far as I know, ALL processed, because multiple skills could be set. But not sure on that. Contact your Zendesk Customer Success Manager to know for sure and roll out the rules you need ;)

    Oliver

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  • Krysta Privoznik

    Hi! We set up a language skills based trigger based on website URL, but are not seeing that it is being applied in Zendesk for offline and maybe online chats too. Is someone able to assist us to ensure we set this up correctly?

    Thank you!

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  • Aimee Spanier
    Zendesk Documentation Team

    Hi, all. The article has been updated to (hopefully) clarify some key points, and better reflect the current functionality. Leave comments if you have any other questions or clarifications. Thanks!

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  • Rudolph

    Brett Bowser - Is there a general estimate of when this feature would be added to Skills-based routing? Our team won't be using this feature until it has the flexibility that Hannah mentioned.

    We're excited for the potential, though!

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  • Andrew Checkley

    Same as others above, I have tried playing with it in sandbox and although setup as described no routing occurs ?

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  • Kristen Mirenda

    Hi @amber, it depends on which ticket field you're looking for. Not all of them were included -- generally we included ones that were available or relevant on ticket creation. Custom fields should be supported as well. If you're looking for a newish custom field you might try a hard refresh on the admin UI. 

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  • Au Finh Saechao

    Just rolled out some improvements to our automatic skills-based routing (push model) solution:

    • Use Skills-Based queues reliably with other, non–skills-based queues
    • Create multiple Skills-Based queues and prioritize them accordingly
    • Routing algorithm will pick up skills added to existing tickets

    We're also actively working with Zendesk to address limitations of the skills-based routing API to make our solution even more efficient.

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  • Massimo DiDio

    if the ticket does not get automatically assigned to agents yet, how do agents know which skills we have set for them unless we specifically tell them? 

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  • Stassa Miller

    This setup means I need to turn off the triggers set to route tickets in order for skills-based routing to route the tickets?

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  • Masha Patrakova

    Oliver Tietze, thank you!

    -----
    No agent with matching skills: If there is no agent with the skills needed to address a ticket, that ticket will not be added to a skills-based view.
    -----

    What are some ways to keep track of those tickets to manually fix the skills?

    Say we get a French-speaking customer who used our services in Spain: their ticket will get skills French and Spain, and we don't have agents with that skillset. 

    Is there a way to make a No skill match view to accompany the Skills match one?

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  • Kristen Mirenda

    Hi @Martjun -- ideally, but we don't have a delivery plan yet as it's still just in the backlog.

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  • Au Finh Saechao

    fellownarrator, it's currently not possible in Zendesk natively. However, we'll be adding this feature to Playlist soon, so stay tuned!

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  • Katie Dougherty
    Zendesk Community Team

    Hi Masha,

    The best practice is to use the skill match column to track tickets that do not match the skill set of your agents.

    First, create an unfiltered view (or clone your skills match view). Then, set up your own skills to reflect the skills of all your agents.

    You can spot tickets that are not assigned based on their lack of a checkmark!

    See the article: https://support.zendesk.com/hc/en-us/articles/360000860028-Best-practices-Setting-up-skills-based-routing-Enterprise-

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  • Sara Gardinier

    Has partial matching (as mentioned in this post https://support.zendesk.com/hc/en-us/articles/360000789788/comments/360000389728) been assessed as viable? (or not?)

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  • Sara Gardinier

    As a follow-up question, I would love to be able to have skills that override other skills. For example, if I have a ticket that has two skills, one of them being a language based skill, I would love for that skill to remove/override all other skills. Our language based skill is our most important and we need it to trump all other "skills". 

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  • Au Finh Saechao

    Oliver Tietze great points!

    We had the same problem with that last bullet point. There is a check mark for all tickets that don’t have a skill. This is by design, but I still don’t quite understand the rationale.

    Great to know about the other use cases you just listed out.

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  • Kristen Mirenda

    There's been such great feedback in the comments sections of a few different articles relating to the current release of Skills-Based Routing. 

    We'd love to have most of that happening in one place, and we think the release announcement makes the most sense.

    So if you'd like to provide input, please do it there! It'll be easier for us to respond, and you'll be able to see and engage with others' ideas as well. 

    Thank you -- we're so grateful for your feedback. It's one of the main reasons we're taking an iterative approach, which gives us the chance to take it into consideration while we're still designing and planning. Keep it coming! (Just, over there.) 

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  • Brett Bowser
    Zendesk Community Team

    Hey Hannah,

    You're correct and there's not much of a point in adding a skill to an existing ticket since it wouldn't affect the view either way. As mentioned above, it's a limitation but our product managers are looking for ways to improve this feature down the road.

    Let us know if you have any other questions!

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  • Amber Barnes

    When configuring skill conditions, we are missing ticket fields in the drop down options. Why is this? Are some excluded for a reason?

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  • Martijn Snels - pluscloud.nl

    Hi Kristen, this goes together with the options to admins to update the skills of a ticket via the API I assume? Surprised the feature is first released before the API, normally this is the other way around.

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  • Kristen Mirenda

    Hi @Alex! Not yet, but that's high priority in our backlog.

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  • Sara Gardinier

    Thank you Au Finh!

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  • Kristen Mirenda

    Hi @Sean! That's in the plan, but first we want to make sure it's solid with the one view limit under real-world usage. I can't give you timing yet, we're gathering performance data and the more folks use it the sooner we'll know!

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  • Brandon Kreines

    Hello! Are there any plans for us to be able to grant non-admin roles the ability to change what agents are assigned to which skills? We'd love to be able to have our agent supervisors change those at their discretion.

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  • Au Finh Saechao

    We are in the process of implementing skills-based routing. Just out of curiosity: what is the thinking behind having tickets without a skill to be considered a skill match for all agents?

    This appears to the case for both the skills match view and the /api/v2/routing/requirements/fulfilled.json endpoint. Seems counter-intuitive, especially since the views now only filter for skill matches and there is no way to create a "catch-all" skill that is not assigned to any agents.

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  • Sara Gardinier

    I can verify that it works, my team is using it with success! Thanks, Au Finh for the update.   :) 

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  • Kerry Scotney

    I briefly tried SBR in our Sandbox but decided not to roll it out just yet. There are no skills etc configured in our system. However, the Skills field now appears on tickets when I view/create them in both the Sandbox and the Live environment. Has the facility to turn this off been implemented yet?

    UPDATE :  I noticed that although not configured and in use, the SBR field was set to visible by Admins. Once I set to Disabled, this resolved the issue.

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  • Au Finh Saechao

    Also, be careful when removing skills from a ticket. Not sure if it will affect how they show up in views, but we found that the Skills-based Routing Incremental Export API will not pick up changes (the way you'd expect them to) if skills are removed from a ticket or an agent. 

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  • Paul Lawrence

    Is the new Routing feature an easier interface to design triggers or is it a replacement for triggers?

    In my zendesk account an agent can be in multiple content specific groups. I have triggers setup to route tickets to the correct content group by string searches so agents can solve tickets based curent priority of their content.

    It would be nice if routing gave a choice to assign to an agent or a group under skills.

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