Automatically route chats to departments

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  • This needs an update @Aimee-Spanier

  • Thomas Anderson

    I'm having trouble getting chats into our Zendesk to route to the departments I've created.

    I've made sure that the organisations to be routed are tagged correctly so each of their associated users should, as I understand it, carry that tag and then activate the trigger (details below).




    The department only contains agents within the CEE group, but at the moment all agents in active chat sessions see ALL chat requests... Where am I going wrong?

    Thanks in advance!

  • Dane
    Zendesk Engineering
    Hi Thomas,
    The org tags will add the tag directly on the tickets that will be created if the requester belongs to that specific org. However, it will not be utilized by the classic chat for triggers.
    Chat triggers utilizes tags that was set by the Set Tag/Add Tag Chat triggers action.

    The easiest way to go about this is to enable Agent Workspace so that you can utilize the org tags on every new tickets and route them to the appropriate groups.
    Another option is to create additional triggers that will route your customers to the appropriate department. You can also utilize the Chat API to add tags to your customers which can then be utilized by the Chat triggers to route them to the correct department. 
    Hope this helps!
  • Jahn Bronilla

    Hello Dane, when it comes to tag is it separated by comma? Can you add multiple tags under the condition:

    Visitor tag>contains>class_a, class_b, class_c

    Is this possible? 


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