Using skills-based routing

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72 Comments

  • 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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  • Hannah Voice

    Since skills are only applied at ticket creation, what would ever be the point of adding a skill manually to a ticket? I think I must be missing something. The guide says:

    If a skill is added to an existing ticket, it will not be added to views based on that new skill.

    So, if the ticket still isn't going to show up in the skills views, what would be the point of adding the skill to the ticket? Does it do anything at all? 🤔

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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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  • 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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  • 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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  • Brett Bowser
    Zendesk Community Team

    Hey Rudolph,

    The Product team is actively working on improving this feature but I don't have any sort of roadmap to provide unfortunately. I recommend following our Announcements page as we actively post updates there when available :)

    Cheers!

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  • Jamie Noell

    Thank you for adding skills as a criterion for all views!  It would be so helpful if the presence of a skill could be a trigger condition.

    Example: If ticket has the xyz skill, route to this group, set this category custom field, etc.

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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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  • Chad Smith

    In the admin, how are skills reordered so they are more logically navigated by the agent while updating a ticket?

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  • Danijel Moric

    Hi all, trying to setup skill-based routing for my team.

    Following the guide I am almost there. The problem is when I add the rule "Skills is Current user's skill" to the testing view, I receive the error saying the view can't be saved. Any way I can figure out why is the error appearing? The preview is correct but I can't save the view.

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  • Ola Timpson

    Danijel Moric - do you have the view selected in the Routing page as a skills match view? That would block certain conditions being added. If you're using the filter in the View conditions then you wouldn't need it to be selected as skills match view as well.

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  • Danijel Moric

    Ola Timpson - Thank you!! That worked!! I thought it was necessary to add a view in the routing page to connect/filter the tickets. 

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