Announcing Manual Routing and Re-Routing! Agents can now be allowed to edit the skills on a ticket

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9 Comments

  • Jack Harrison-Sherlock
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    Can we update the skills with triggers? 

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  • Schuyler Weinberg
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    Similar question to Jack above - could a macro change the skill? Use case would be a tier 1 team needing to escalate to a tier 2 team that has specific skills for escalations

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  • Kristen Mirenda
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    Hi @Jack and @Schuyler -- at the moment, we're not looking to have one kind of rule call another kind of rule, at least not a Routing rule.

    Thank you for explaining the use case, Schuyler -- we can use that when we iterate on the functionality.

    Jack, I'd love to know why you'd want to do that with a trigger. If it's to apply skills automatically in a ticket update (post-creation), that's another problem we've got on our list to solve. We are looking at ways to re-run the routing rule automatically later in the ticket lifecycle, but do not have a timeframe for that. 

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  • Jack Harrison-Sherlock
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    Hey Kristen, 

    Our team tags tickets based on the product area, after a ticket is created - it may need to move to another product area. Ideally, we would set up a trigger that when the product area is changed, the skill matching to that product area would also change to mimic the ticket properties.

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  • Heather R
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    In Enterprise, are you going to move this capability to the Role Permissions? Ideally we wouldn't have an "all or none" option as far as allowing all Agents to do this or none. We'd like to set this by role with our 200+ Agent base...

    • For full agents, either all of them can edit skills on tickets, or none can. <-- make this role based please so we can manage this better according to our needs.
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  • Dan Ross
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    Agreed with Heather, we're in a similar situation.

    Please stop making features have their own independent access controls and just simple all or nothing access. It's getting to be frustrating that we can't grant or deny access based on our organizational needs. 

    As a result, we're not likely going to able to use this feature to replace our existing Trigger based routing. We need more people than Admins able to re-route tickets, but less than every single agent. Ideally, we'd want this ability assigned to Managers, Leads and Senior Agents, while leaving the bulk of our agent base unable to mess with a ticket's routing.

     

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  • Dan Ross
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    Another piece of feedback for Skills/Routing, while I was further testing the new functionality

    Please allow us to assign skills to agents based on group membership, or even by an 'All' option. We have to have assign an English skill to 95% of our agents. This means something like 250 manual agent selections for this skill alone. Tedious indeed!

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  • Kristen Mirenda
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    @Jack -- thank you for the additional information.

    @Heather and @Dan -- I hear you on the desire to have more fine-grained access controls and that is a common ask across Zendesk (it's shared functionality). @I believe that is being looked in the organization but I do not have a timeline for you. In the meantime, we tend to have a very limited amount of resources to build any feature, so we have to make tradeoffs. We usually have to release a feature without all the potential functionality, just in order to be able to release it at all. In this case we knew that many customers would be able to use the feature in an all-or-none format. Later, when we have resources to take another pass at this area, we would like to refine the level of configuration in this feature.

    @Dan -- that's also on the backlog, but not currently being worked on or prioritized, We intended that the ability to filter agents by group on the Manage Agents screen can help streamline this a bit. This filter is available under the "dots" menu link on the window that appears when you are adding or managing which agents have a particular skill.

     

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  • Dan Ross
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    Hi Kristen,

    Thank you very much for the quick reply and transparency in your response. While it's not the news I was hoping to hear, I really appreciate you making the time to come post.

     

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