Routing incoming calls to groups of agents

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  • Keith

    Was this issue ever addressed? I am having the same problem. 

  • Michael Froeming
    Zendesk Customer Care

    Hi Keith,

    My name is Michael with Zendesk support.

    I created a private ticket for you for further investigation of your Talk routing issue. You can expect an email for the private ticket shortly.


    Michael Froeming | Senior Customer Advocacy Specialist

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at

  • Theresia Londong

    Hi, I have the use case where our organization have multiple lines and different group (i.e Sales Group and Support Group). Do you have solutions to make calls from a certain line a priority? For example, if we have only one agent from the support team who is online while we have incoming calls to both the support line & sales line, is it possible to make the call to sales line priority regardless of which team are online? Thanks

  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi @... - 

    We can make calls to a certain line a priority, yes.  Details Here.

    Hope this helps!



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