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About omnichannel routing



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Dec 05, 2024


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260 comments

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Kris

Zendesk Luminary

We are interested in that EAP as well and also having trouble accessing it. Thanks in advance!

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Agents are showing online with a green dot when they have not set their status to online or in many cases haven't even logged into ZD. Prakruti Hindia

Edit: The agents are also getting email notifications. hmm... I may turn Omnichannel Routing off for now. 

 

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Barry Neary

Zendesk Product Manager

Can you confirm that you are logged into community when accessing the above community EAP page?

 

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Barry Neary Yes, Logged in, that's how I am able to add this comment. 

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Barry Neary Prakruti Hindia Thanks for getting us in there. The EAP has addressed our issue. Omnichannel routing lets us get agent audio/visual alerts when messaging tickets are transferred from one group to another.  Without those tickets getting auto-assigned to a group. This is great! Thanks!

 

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Kris

Zendesk Luminary

Barry Neary I realized I forgot to tag you on the request above. Could you help get us added to the EAP for disabling Omnichannel assignment after 10 mins?

 

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Prakruti Hindia

Zendesk Product Manager

Jason, glad to hear that! 

Kris - I will drop you an email with the details. 

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Kris

Zendesk Luminary

Thanks Prakruti Hindia! I couldn't find the email and just want to make sure I didn't miss it. This is the main issue we're facing with our Messaging launch and would love to get access to this setting to have more control over the timeout behavior. Thanks again!

 

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Can you use omnichannel routing with side conversations? 

We have a backoffice team that only receives tickets via side conversations. They are not light agents, and they would like to use the capacity rules and omnichannel routing. 

I tried setting it up but the tickets are not assigned to them automatically. They already have the capacity rules

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Barry Neary

Zendesk Product Manager

Sacbe Alfonsina Ibarra E

We literally have just added side conversation tickets to the list of tickets that can be routed - they count towards email capacity, which includes webform, email, API and now side conversation tickets. 

As usual , they need to have the auto routing tag and be assigned to a group to be automatically routed

Barry

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Hi Barry Neary

I have a question about reassignment and idle time. 

If an email ticket gets assigned to an agent set to away and the idle time kicks in and sets them to offline, does that ticket automatically get pushed back to the main group to be reassigned to another agent?

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Barry Neary

Zendesk Product Manager

Hi Adam

Currently that ticket will stay with the agent, as they have already been assigned the ticket. We have an upcoming feature that would enable you to reassign back to the group if the ticket reopens while the agent was offline

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HI Barry,

will this feature upcoming consider OOO? Like Agent is 1-2 days offline (stay on agent, and let Agents work from a backup view) but is longer Offline or Vacation = Reassign to Group?

Thanks.


Tobias

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Barry Neary

Zendesk Product Manager

Hi Tobias Hermanns

You would be able to setup a custom status called 'On Vacation' which, if chosen by the agent, then any tickets reopened when 'On Vacation' will be reassigned vs. if you are just Offline it wont

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Hi, I'm wondering how Omnichannel routing might work with non Zendesk talk implementations? I saw the Limitations listed in the article about Talk API's, does that rule out telephony services such as Amazon Connect integrating via the Talk Partner Editions?

I wondered about any others in this community who use no Zendesk voice providers with Zendesk, and if you have activated Omnichannel routing? what was your experience and advice?

 

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Hi Barry Neary - you mentioned in the fall that Slack DM would be added to the omnichannel routing engine in Q1. Has this happened yet? We're not seeing our Slack DMs get routed like regular messages. 

Thanks!

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Barry Neary

Zendesk Product Manager

Hi Lauren Benkov

This is on our roadmap for this quarter - apologies for the delay

Barry

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All good, thanks Barry Neary

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If I understand correctly, re-assignment of messages it not available for Growth plans?

E.g. if an Agent has 2 messages and disconnects, the message will not be re-assigned? Or can they still be re-assigned manually / through custom triggers?

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Viktor Osetrov

Zendesk Customer Care

Hi Jeremy,

Yes, you're correct. The feature for re-assigning tickets (skill-based routing) is not available on Zendesk Growth plans. It is available for the Professional and Enterprise Suite plans only. 
However, you can set up custom triggers to automate the assignment of tickets to certain agents or groups based on predefined conditions on the Growth plan. 

Thanks,

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Barry Neary Can you please confirm if Ticket Sharing is supported by Omnichannel Routing? I have ensure the trigger that processes Ticket Sharing tickets to include the routing tag as per emails, but not sure if it is working.

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Barry Neary

Zendesk Product Manager

Hi Rob Tihanyi

This will be developed and depoyed within the next few weeks

Barry

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Barry Neary

Zendesk Product Manager

Hi Rob Tihanyi

We are now deploying this - it may take a day or two to be deployed to all instances

Let me know if you have any issues

Barry

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Hey Barry Neary just checking on Slack DM again as the quarter has come to a close. Thanks!

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No, I just need to get everything done

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Barry Neary

Zendesk Product Manager

Hi Lauren Benkov

We are running a bit behind on the Slack DM request - should have it done in Oct. Will update you once its launched

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Appreciate it!

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Hey Barry Neary - any update on Slack DM? 

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+1 We would also love to see a Slack DM on ticket assignment to agents.

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Barry Neary

Zendesk Product Manager

Just to confirm, you wish Slack DMs to be routed just like an email ticket?

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