One of the best ways to increase agent efficiency is to use Zendesk routing options to manage your ticket and messaging workflows. Routing options provide a powerful way to ensure your customer's requests get to the right agent as quickly as possible.
Accessing the Routing page
The Routing page is in Zendesk Admin Center.
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Routing.
About the Routing page
The Routing page provides a single location where you can configure how work items are assigned to agents across channels. You can enable and manage skills-based routing settings for tickets and settings for routing tickets and messaging conversations based on priority and agent status (EAP).