Routing tickets and messaging conversations based on priority and agent status (EAP)

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55 Comments

  • 이수원

    Hi, just wanted to clarify. 

    The article specifically mentions "email" tickets but by the looks of it, seems like tickets from other non real time channels like web can be applied via trigger+tag mentioned in the article.

    Is this true? or only "email" & "messaging" tickets are supported by the EAP?

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  • Dan Ross
    Community Moderator

    I'd love to know more about the points Lee mentioned too. Does this routing work for any other  incoming live channels, like Zendesk Chat?

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Lee & Dan - 

    if you'd like to sign up for the waiting list to participate in the EAP, you can do so here: https://support.zendesk.com/hc/en-us/community/posts/4412494234138-How-do-I-sign-up-for-the-Routing-EAP-

    I've also alerted the product manager to your comments here. 

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    The EAP signup link is restricted. It gives us an OOPS page :D

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  • Barry Neary
    Zendesk Product Manager

    Hi Lee, yes - the type of tickets that can be routed are those originating from an email, from API or from a webform

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  • Nicole Saunders
    Zendesk Community Manager

    Heather Rommeloops, that's my bad. Standby. 

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  • Nicole Saunders
    Zendesk Community Manager

    Apologies for the broken link. Should be fixed now!

     

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  • Jed Hollander

    Nicole, can you confirm if this is different or the same as the round robin EAP? 

     

    Thanks.

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  • Scott Patterson

    Hi there, Just a few questions - we're trying to find out how this will work and if we should wait for release or invest more in a third party solution for now.

     

    From reading this article, is it just one auto-routing tag that assigns to any available agents? Or can you define different tags for different groups of agents?

     

    Also just wanting to confirm if the 'per-agent limits that are set at the account level' means that it's just one limit, not applied per-agent individually?

     

    Lastly, as it determines agent availability based on if agents are signed in to support or not, can you give more information around how this works? Is it limited to only assigning within the business hours defined in the Zendesk schedule, or if someone signs in outside of those hours will they be assigned tickets as well? And how does it determine if someone is no longer signed in, for example if they left for the day but have left their computer on/browser open?

     

    Thanks, keen to hear how this will work and potentially develop in the future!

    -SP

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  • Barry Neary
    Zendesk Product Manager

    @Jed: this is the routing EAP, which I believe is the same one you're referring to

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  • Barry Neary
    Zendesk Product Manager

    Hi Scott

    In the EAP, you specify the type of ticket that you want routed by adding the tag to it. However once the tag is added and the ticket is assigned to a group, then any member of the group who is online and has spare capacity can be routed a ticket. Currently you cannot specify that a certain agent (e.g. team leader) should not be routed a ticket. We are planning to address this in the future, but its not there now.

    We are working on enabling an admin to specify different max capacity limits for different agents - so for example set team leaders to have '0' max capacity and so they wont be routed tickets.

    Currently for EAP an agent is set online when they signed in and offline when they manually signed out. We are working on being able to set agents offline when they close the browser or there is a lack of activity for X number of mins, but this is not in the EAP at present.

    Barry

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  • Scott Patterson

    Hi Barry,

     

    Thanks for your answers! Are you able to confirm how this behaves outside of business hours set in Zendesk? Or if it's independent of schedules.


    Thanks!

    -SP

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  • Barry Neary
    Zendesk Product Manager

    Hi Scott

    Currently the Routing EAP is independent of schedules

    Barry

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  • Denny Lee

    Barry Neary

    Hi Barry,

    I have received an email stating that Zendesk Routing EAP has been enabled on my Zendesk instance. I am currently following "Configuring availability-based routing" steps to enable it, however, I do not see Enable routing button option under Routing tab. Therefore, I do not have an option to enter a tag under "Define auto-routing tag".

    Please advise.

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  • Mindy B

    Hello, 

    Does the capacity in terms of tickets the agent currently has assigned differ based on the status of those tickets? Is it all tickets that are not solved/closed?

    Our program has many unresolved tickets due to waiting on 3rd parties or developers for enhancements/bug fixes, etc. We keep those tickets as On Hold since they are not waiting on the agent or requestor and are essentially out of our hands so we don't typically count those as capacity limitations on our end. 

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  • Barry Neary
    Zendesk Product Manager

    Denny Lee: can you try again now, there was an issue last Friday in deploying EAP which has since been addressed

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  • Barry Neary
    Zendesk Product Manager

    Mindy B: Capacity does take into account ticket status. Only assigned tickets with status of Open will count towards an agent's capacity, if they are Pending, On Hold or Solved they do not.

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  • Kulin Joshi

    We do not use priority on tickets. Does it need to have a value for routing to work?

    What happens if priority is not set to ticket?

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  • Barry Neary
    Zendesk Product Manager

    Hi Kulin Joshi

    You dont have to use priority to use routing - if you dont set priority on any tickets to be routed, then they will just be ordered by date created when it comes to being assigned.

    Barry

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  • Kulin Joshi

    Barry Neary If priority is not set then tickets will be assigned based on age of date created. 

    More age will be given high priority. 

    If we use SLA then how would that have an impact? 

    if we used priority and we'd have more high than low priority tickets the impact on low priority SLA would be severe, correct?

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  • Barry Neary
    Zendesk Product Manager

    Hi Kulin Joshi

    You can use automations to change the priority of tickets. Say you have a low priority ticket that is in the queue waiting to be assigned to an agent. It is about to breach its SLA. You can setup an automation (which runs every hour) to set the priority of the ticket to urgent as its approaching SLA breach. This ticket will then move to the top of the queue

     

    Barry

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  • Barry Neary
    Zendesk Product Manager

    Hi Scott Patterson

    We are considering adding business hours to the routing engine - whereby you could setup one (or more than one if you are an Enterprise customer) schedules and then have the routing engine take into account if a schedule has been associated with a particular ticket.

    If it has, the routing engine would not automatically route it if the schedule has been exceeded.Would such a feature be of interest? If so, would you want the ability to turn it on and off at an account level?

    Regards 

    Barry

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  • Kulin Joshi

    Hi Barry Neary,

    If schedule is attached to a ticket then routing engine will only route tickets when its within working hours? 

    Regards,

    Kulin

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  • Barry Neary
    Zendesk Product Manager

    Hi Kulin Joshi

    Currently in the Routing EAP, it ignore schedule. But we are planning to add this feature, whereby if you specify a schedule for a particular type of ticket and assign it to a group, then it will only be automatically assigned to an agent within that group if its within business hours.

    Would you have any specific requirement around such a feature?

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  • Scott Patterson

    Hi Barry Neary,

     

    Yeah being able to restrict by schedule would be pretty helpful. In our case we primarily work between 8am-5pm, however customers may be sending through support requests after this or over night for non-urgent issues or alerts. If schedules are not used then this means that if an engineer is working late to catch up on work, or someone wants to log into Zendesk in the evening to check a ticket or something, they'll start getting assigned any tickets that have come in which would unfairly burden them, when ideally we want these to assign out evenly between staff at 8am the next morning.

     

    There's also a slightly different issue where if it only assigns to staff once they log into Zendesk, then it kind of rewards staff who may show up/sign in late and hurts staff who sign in early. Staff who sign in before 8am will first be assigned work that came in over night, however staff who are late and sign in at say 8:30 will miss out on that. It may balance out over the course of the day as it assigns to the person with the least tickets, but the balance there wouldn't be immediate. That's less of an issue though than the not sticking to schedules, but thought I'd mention it.

     

    Thanks!

    -SP

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  • Kulin Joshi

    Hi Barry Neary,

    It would be good to have that feature to assign tickets based on schedule. We have two teams - one use business hours and other calendar hours. Account based activation is ok if we can use both the optoins. If schedule is not added to ticket then it ignores it and assign tickets in calendar hours format.

    Regards,

    Kulin

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  • Kulin Joshi

    Hi Barry Neary,

    What about happen to tickets in a group which are unassigned and not in New status?

    Scenario 1: 

    Agent is out of office, customer replied to one of his pending/solved ticket. This ticket will be assigned back to the group in open status but will not be assigned to any agent. 

    Scenario 2:

    Agent escalated a ticket to our level 2 team and next day went on leave. Level 2 team will assign that ticket back to the group in on hold status but will not be assigned to any agent. 

    Will these tickets be routed to available agents or will it stay in the group unassigned?

    Regards,

    Kulin

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  • Barry Neary
    Zendesk Product Manager

    Hi Kulin Joshi,

    In scenario one, you could use the trigger mentioned here, but the issue with that is currently we dont have a trigger condition on agent status - so the ticket would be reassigned back to the group and the routing engine would assign it to another agent independent of whether the original agent was offline or not - it would just look for a ticket that the end user has reopened. This is something we are looking at addressing.

    In scenario two, you are correct, the ticket because it is on hold and not open would not be routed  - instead it would stay in the group and could be picked by an agent who has access to the group view.

    Barry

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  • Kulin Joshi

    Hi Barry Neary,

    What if we use the out of office app. That will assign the ticket back to group when customer update a solved or pending ticket if that agent is marked as out of office. 

    will these tickets be assigned to other agents ? 

    Regards,

    Kulin

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  • Kulin Joshi

    Hi Barry Neary,

    I tried the out of office app and your suggested trigger.

    Unassigned tickets in Open status are not getting assigned to agents.

    Also, ticket was getting assigned back to agent once customer had replied in spite of it getting assigned back to agent. 

    When I tried to assign a ticket back to group then it gives me error " You can't reset the assignee within a group. Please select another group or assign to another agent within the current group." 

    It would be nice to have this feature where unassinged open tickets in a group get assigned to agents just like tickets with New status. 

    Regards,

    Kulin

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