Recipe: Routing messaging tickets using Support triggers

Below is a simple recipe for creating a Support trigger that routes tickets sent through the messaging channel to a specific group based on the problem the customer is experiencing. You'll be using information captured through custom ticket fields, which are created in Support and presented to customers in a conversation bot built in the bot builder, as well as specifying messaging as the incoming ticket channel.

There are three main steps in this recipe:

• Creating a custom ticket field
• Adding the custom ticket field to your conversation flow
• Building a trigger to route your ticket

Using these steps, as described below, will send every ticket that meets the following conditions to the billing group, which will then be notified according to your Chat routing rules:

• Ticket is newly-created, and was submitted through the messaging channel.
• When asked by the messaging bot, the customer selected billing as the nature of their issue.

Creating a custom ticket field

Your first step is to create a custom ticket field that captures the information you want. In this case, you want to know the nature of the customer’s issue. We recommend using a drop-down field type to offer set options for customers to choose from. In the procedure below, we'll suggest specific language for titles, descriptions, and field values; change these as needed to fit your own scenario.

To create your custom ticket field

1. Click the Admin icon () in the sidebar, then select Manage > Ticket Fields.
2. Click the Add field button.
3. Click in the New field at the top of the page and enter Nature of Issue as the field's title.
4. Select the Drop-down field type, and enter a description for the field.
5. In the Permissions section:

   

   • Select Editable for end users, then enter Nature of Issue as the title to show to both agents and end users.
   • For end users, select Required to submit a request, and enter Select an option that best fits your issue as the description to show to end users.
6. In the Field values section, add the following values:

   

   • Sign-in issue
   • Billing issue
   • Other
7. Click Save at the bottom of the page.

Adding the custom ticket field to your conversation flow

Next, create your conversation bot making sure to include the Nature of issue custom field in your Transfer to agent step. As with the previous procedure, here we'll recommend specific information to match our scenario. You can change these as needed to fit your own scenario.

To add the custom ticket field to your flow

1. Build your bot in the bot builder.
2. As the final step, add a Transfer to agent step type, and enter a bot message.
3. Under Fields, click the Search by title text box and select Nature of Issue from the list of available custom fields.

   

4. Enter a final bot handoff message and click Publish.

Building a trigger to route your ticket

Finally, create your Support triggers, one for each of the issues offered in the custom ticket field. For example, for the ticket field described above, you’ll need to create three triggers: One to send sign-in issues to the technical support group, one to send billing issues to the billing group, and one to send other issues to the general support group. Here, we'll walk you through creating the billing department trigger.

To create your routing trigger in Support

1. In Zendesk Support, Click the Admin icon () in the sidebar, then select Business Rules > Triggers, and click Add trigger.
2. Enter a name (such as Messaging: Billing issue) and description for the trigger.
3. In the Conditions section, add the conditions below under Meet ALL of the following conditions:

   

   • Ticket | Is | Created. This applies the trigger to new tickets only.
   • Channel | Is | Messaging: This specifies tickets only submitted through the messaging channel.
   • Nature of Issue | Is | Billing issue. This looks for the Nature of Issue custom field, and applies the trigger only to tickets where the user has selected Billing issue.
4. In the Actions section, add the following action:

   

   • Group | Billing. This routes the ticket to the billing group.
5. Click Create.