Best practices: Setting up skills-based routing

Return to top


  • Khajik Khajadourian

    When will skills be able to be leveraged in triggers? 

  • Dave Dyson
    Hi Khajik, 
    I don't have an answer for you, so I think this question is best posed in our Product Feedback forums. Does this existing product feedback thread capture your need? If so, please upvote and add any further comments you have here: Ability to update Skills from macros or triggers
    If not, then here's the place to post your use case: Feedback - Ticketing System (Support) -- use this template so our product team can understand your needs. Thanks!
  • Hope Saldana

    How do I remove the Skills dropdown on tickets/agents if we are not using Skills right now? I added it to test it out for a couple days, but it does not fit with our workflows. Now I need to remove it, but cannot seem to do so. 

  • Elaine
    Zendesk Customer Care
    Hi Hope,
    To remove the Skills dropdown field from within a ticket UI:
    1.  First, you'll have to go to Admin Center > click Objects and rules > Business rules > Skills
    2. On the Skills page, click the Configuration (gear) icon on the left side of the New skill type button
    3. Next, as mentioned in #2 of To configure the skills field visibility options, select No one (disabled) in the dropdown menu, then click the Save button
    Once you refresh your Zendesk instance and open an existing ticket, the Skills dropdown field should disappear within the ticket UI.
    While, if you want to delete an existing Skill type:
    1. From the same Skills page, click on the three-dotted icon on the right side of the New skill button, and choose the Delete option in the dropdown menu
    2. Lastly, from the pop-up message, click on the Delete skill type button
    Hope this helps!
  • Hope Saldana

    That did it! It takes a couple minutes to take effect, but when I checked it 15 minutes later it was removed. Thank you!


Please sign in to leave a comment.

Powered by Zendesk