Routing options for incoming tickets

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  • Feng Gao

    hi, may I know how to create triggers that assign tickets to agents or groups that have matching skills? I am using a professional version Zendesk and looks like there is no condition can be setup on a trigger for matching skills...

  • Barry Neary
    Zendesk Product Manager

    Hi Feng Gao

    Currently skills cannot be used as a condition or an action in a trigger. We are working on adding skill to the omnichannel routing engine that will automatically assign a ticket with a skill to an agent who also has that skill.

    In the meanwhile, you would need to use skills filtered view - see here

  • Feng Gao

    Get it, thanks Barry!



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