Why are there tickets showing in my skills-based routing view that don't require my skills?

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  • Nisha


    If an agent is Allocated a specific skill and there are no tickets left do agents get other skilled group tickets. 


  • Nicole Saunders
    Zendesk Community Team

    Hi Nisha -

    No, if an agent is allocated a specific skill only tickets that are specific to that skill or tickets that do not have a skill applied will appear in their view. Tickets with a different skill will not show up in their view.


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