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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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Barry Neary

Zendesk Product Manager

Hi Badirile Letloenyane 

 

Your existing tickets will not be automatically routed once you switch on omnichannel routing. They will only be considered for routing if they are updated, e.g. auto routing tag added to support tickets or they are assigned to a group

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In the article above, it states that Tickets generated by voicemails can't be routed by omnichannel routing.

How have the rest of you handled this limitation as we try to solve for this as of now, we are managing VM tickets in a separate view and manually assigning them which is outside of OCR.  I assume there is a better alternative to this so wanted to ask!  Thank you for any help, insight, recommendations!


 

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Dan Cross we have the same issue with tickets created via Slack DM and unfortunately we have the same workaround right now of having a view and manually assigning them out. It is really annoying and definitely not the most efficient for our workflows. Hopefully all of the different channels get added soon!

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This article explains that "The ticket with the highest priority and oldest eligible-for-routing timestamp is routed first."
However, in our Zendesk when the ticket is created, the priority has not been set.
And we found that some newly created tickets can be assigned first compared to tickets that have been created longer (although only for 1 or 2 seconds).
Why is that?

Thank you

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I'm really struggling with the round robin here. We have received huge uptick in calls and its putting the queues and routing to the test.

 

We're noticing our calls are routed to the right group based on routing trigger & queue trigger - however only 1 person in each group is receiving the calls.

 

Are there any other settings we need to adjust for this to work?

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Barry Neary

Zendesk Product Manager

Hi Jason V 

 

If there are several agents available to take calls (i.e. have a talk seat, are online and not on a call) then with round robin with several calls in the queue  it should offer the first call to the agent who hasnt been assigned a call in the longest time, the rest of the calls should be assigned in a similar fashion.

If that is not happening can you raise an issue with our customer support and we can look into why?

 

Barry

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Hello! 

Any update on when Voicemail tickets or Slack-generated tickets will be supported by omnichannel routing? We're really hoping to remove the need to have someone triage out tickets manually. 

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Jenny Gillett

Zendesk Product Manager

Hi Cole, 

 

Support for Voicemail Tickets within Omnichannel routing is on our 2025 roadmap. 

 

Thanks

Jenny

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Jenny Gillett  Barry Neary 

Are there any updates regarding this?

"May 01, 2024

Comment actions

Hi Emily Hillerman 

The plan is to have whatever schedule you have setup in Tymeshift to be pushed down to the routing engine. So as you say if an agent is due to work on emails in the morning and calls in the afternoon then their agent status would automatically change to reflect that (in the morning status = ‘Email only’, afternoons change to ‘Calls only’)

"

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Barry Neary

Zendesk Product Manager

Hi Joshua Minton 

Looks like this is not going to make into our busy 2025 roadmap, unfortunately

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We are seeing issues with omnichannel routing and the new end-session button. Agents will end the session and set it to waiting on the customer, the customer replies and the agent is offline, the ticket is unassigned, and even if you make a trigger “add routing stage when agent ends conversation” the ticket never gets routed to another agent. Should these tickets not be treated like non-messaging tickets when it comes to routing rules once ended Barry Neary ?

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Barry Neary

Zendesk Product Manager

Hi Zach Gilbert 

My understanding is that the agent has ended the session and the end user replies, a new messaging ticket is created - is that not what is happening?

 

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Barry Neary this is the same comment that was left in the other group that you replied to this morning where the agent ends the messaging conversation, then emails the customer on the same ticket, the agent goes offline, and then the customer emails back on that ticket. SInce we have the setting to re-assign chats when an agent is offline, the agent is stripped from the ticket, but the ticket is not being offered to any other agents like a messaging ticket would. It sits in the cue as an unassigned messaging conversation.

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Barry Neary

Zendesk Product Manager

Hi Zach Gilbert 

Once a messaging session has been ended by an agent, the message is no longer routable - i.e. if you remove the assignee it wont be automatically be assigned to another agent in the group

We do have plans to allow these messaging tickets to be transformed into email tickets and they would be routable

Barry

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Many clients need the ability to change a messaging ticket from a messaging channel to an email channel since inactive messages are treated like emails after an initial messaging conversation.  This fixes many of the OCR issues related to routing inactive messages.  Currently, if you count inactive messages, they are prioritized over live messages.  If you don't don't count inactive messages, no channel capacity is accounted for then the first agent can get dumped all the messages.  Separate queues then prevents emails from taking priority over inactive messages.

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Barry Neary

Zendesk Product Manager

Hi James Molina 

 

This is on the roadmap for early 2025

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Thanks, Barry Neary - We've turned off auto reassignment of chat until that feature is implemented.

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Hoping for some help. We have just implemented omni-channel routing of email/web/api tickets. I have some support agents who work other specialized tickets that are created via API and are assigned with a separate group. We have an automation that reopens those tickets based on the due date for followup, and those tickets are then counting toward their overall capacity to take email/web tickets. 

 

Separately, we have an agent that manages feature requests and will have a backlog of tickets in the feature request group that are open, waiting to work, but are low priority. Those now count toward this agent's capacity when they are low priority. 

 

It seems that need a way to customize capacity based on ticket group or omit tickets from certain groups from applying to capacity. Anyone have ideas? 

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Hi,

not sure if this is the appropriate area but cannot find reference.

The agent status can be online, away, offline (for chats and for calls).
Is there a way to change the status from “online” to “offline”, etc. time-based? i.e. officer A is online from 09:00 to 13:00, the system automatically turns him “online” at 09:00 and o"offline" at 13:00?

Most likely someone has already replied and the answer yes, just, I cannot find how to do it.

Thank you!
Nico

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Barry Neary

Zendesk Product Manager

HI Nico V 

The only way currently to do this is to leveage the Zendesk Agent Status API to make changes to an agent status and write some type of script to call these APIs. We are currently developing a bulk edit status capabilty that you can change several agents status with one call. (cc: Jenny Gillett )

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