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

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57 Comments

  • GUSTAVO LOPES FREIRE

    Hi Barry Neary

    After turning on EAP, notifications from the box "Conversations" still active for new chats?

    Is it possible to turn it off only for a specific group? We don't want agents to get (chat/whatsapp) tickets before routing from EAP.

    Beyond that, the Email capacity and Messaging capacity for the agents takes in consideration all the tickets assigned to the agent or only open tickets?

    Regards,

    Lopes

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  • Barry Neary
    Zendesk Product Manager

    Hi GUSTAVO LOPES FREIRE

    If the agent has a messaging seat they will see the conversation button - there is no way to turn it off if the agent has a seat

    The email capacity is the maximum number of open email tickets that any one agent can handle. When they reach this, the routing engine will stop assigning until the agent has more capacity.

    Similarly, messaging capacity is the maximum number of active messages that an agent can handle at any one time

    Barry

     

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  • GUSTAVO LOPES FREIRE

    Hi Barry Neary

    "Similarly, messaging capacity is the maximum number of active messages that an agent can handle at any one time"

    Please, can you define what is taken as an active message?

    Regards,

    Lopes

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  • Barry Neary
    Zendesk Product Manager

    Hi Gustavo

    An active message is one in which there has been conversation between end user and agent in the last 10 mins. Once this 10 mins has elapsed the message becomes inactive

    Barry

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  • Kristian Tungland

    EDIT: My issue was resolved! It turns out that the auto-routing tag didn't like being written with a capital letter and that resulted in the auto-routing not happening. Changed auto-routing tag to all lower case letters, updated the trigger and voila! It works. Barry has notified the engineers on this.


    Hi, Barry Neary,

    I have enabled this in our sandbox. But it doesn't work. And I have no clue as to what I am doing wrong...

    It is enabled like this:

     

    The trigger is like this:

    The conditions are: Ticket is Created. Received at is "email-address". 

    When I send a mail as an end-user to this email, the trigger fires - but nothing happens regarding routing.

    This is a sandbox environment, so I am the only one logged in. I have checked that I belong to the group "Teknologi". But nothing get's assigned.

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  • Kulin Joshi

    Barry Neary 

    I have 6 agents in a group. 2 agents have admin role while others have custom role.

    Tickets are assigned to the required group> unique tag added > priority set.

    Tickets are getting routed to agents with admin role but not getting assigned to agents with cutom role even though they are logged in on sandbox.

    Does it require any other settings?

     

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  • Hi Barry Neary 
    I don't have the option to save the tag under "Define auto-routing tag". When I enter a tag, it keeps going off. I don't understand what could be the problem 

    Please advise.

     
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  • Barry Neary
    Zendesk Product Manager

    Hi - when entering the tag, hit the enter or return key to save the tag

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  • ibrahim Aqqad

    Hi Barry Neary,

    a few observations 

    • we need the ability to prevent ticket assignment to a team manager/administrator that of the routing group. i have a swarming model and have a swarm leader that does not get assigned tickets but needs access to all support tickets in the group.
    • if an agent put back a ticket into the group will the ticket get auto assign to some one else in the group (based on capacity) .
    • what is the session log out time based on inactivity. when does Zendesk considers an agent offline due to inactivity. i have a concern that agents will forget to sign them self out. i still think the system should still use the Out of office app as it already adds a tag on the agent, and the system should be able to evaluate that after and assignment.  i have this method implemented via triggers. one trigger assigns the ticket to an agent then the next trigger will immediately check if the ticket has the  "agent_ooo" tag and kicks back the ticket into the group.  
    • having scheduled based routing is also useful. i guess you can get around that by having multiple groups i.e "auto route EMEA" "auto route APAC" "auto route USA East" and have a trigger that will added add the tickets based on specific criteria i.e "organisation Geo = EMEA"   and add the routing tag. 

    thanks 

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  • Barry Neary
    Zendesk Product Manager

    Hi Ibrahim,

    1) We are working on the ability to prevent team leaders or supervisors of a group to be excluded from routing within that group - eta June 2022

    2) Yes, it will get auto assigned if manually assigned to the group (as long as it has the auto routing tag)

    3) Currently in the EAP, the agent is only considered offline for tickets if they sign out. We are planning to have the ability to time out after a certain period of inactivity (eta TBC)

    4) We are looking at partnering with Workforce Management systems like TymeShift to be able to set a schedule in their system and have it pushed down into Zendesk  - no eta at the moment on that

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  • Jon Schlueter

    Hi Barry Neary,

    When I try to set up omnichannel routing, it asks for an auto-routing tag.  I enter a tag that has not been used and when I click into the next field or simply click out of the auto-routing tag field, the tag/value I entered disappears.  Even when I type in a new tag and click "Enable omnichannel routing", it disappears and Zendesk throws me an error stating "Invalid Settings".

    I also got on a Zoom with someone else on my team and they experienced the same issue, so it's not a browser/session issue.

    How can I fix this?

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  • Kristian Tungland

    Hi, Jon (I tried to tag your name (@), but got two hits. So I didn't know which one to tag)

    You have to press "Enter" after inserting the tag. The tag must also me all lower case letters.

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  • Jon Schlueter

    Kristian Tungland that did the trick, thank you.  Pressing return is not intuitive, wish there was text next to the field to state this.

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  • Jon Schlueter

    I'm not sure what I'm doing wrong here, but routing doesn't seem to be working.

    I have routing turned on and set email capacity to 200 to ensure that isn't preventing tickets from being assigned to an agent.  I then created a trigger based on the parameters in this article.  So if we see a ticket with a specific tag (in this case, I created a test tag), then it will assign the ticket to a specific group (where we have a handful of agents in that group), I set the priority, and added the new tag that was created in the routing section.

    Testing this so far, the trigger kicks in just fine and they are assigned to the group, but there's no specific agent assigned to the ticket. 

    What am I doing wrong here?  I've attached screenshots to show what routing and the trigger look like.

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  • Barry Neary
    Zendesk Product Manager

    Hi John, Can you confirm that there are agents in Support Escalations group who are online, i.e. have signed in?

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  • Jon Schlueter

    Barry Neary yes, I see one agent who is in that group and Zendesk shows the last sign-in was an hour ago.  And I created these tickets less than an hour ago.  This user has less than 20 open tickets (way less than the 200 I set) and is in both Support and Support Escalations group.  His default is Support, so not sure if there's a discrepancy there.  Support Escalations group is the one the trigger is setting to.

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  • Barry Neary
    Zendesk Product Manager

    Hi John , I am going to follow up with you by email, Barry

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  • GUSTAVO LOPES FREIRE

    Hi Barry Neary

    My team is using auto routing for a wile, but only for email tickets, given that it is not working well for whatsapp tickets.

    Whatsapp tickets keep accumulating, even if there is agents whith zero open tickets assigned.

    If there is agents without open tickets assigned, we think that the engine should rout ticket for then, insted of let the end users wating.

    We also have ticket from the "text" chanel, can we use auto routing for then like we use for e-mail?

    Update: Today 29/03 we noticed that tickets are being auto assigned to agents even when they are invisible.

    Regards,

    Gustavo

     

     

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  • Daniel Wachsmuth

    Hi Barry Neary,

    I have the following requirements for the routing feature and would like to determine which of these I can do currently, and how, vs which features may be planned for the future.

    - Need to automatically assign unassigned tickets

    - Need to assign tickets to agents only during a specific time frame (shift). Certain groups of agents will have different shifts. So the timeframe needs to be defined by agent

    - Set max # of tickets assigned in x hrs (ex max 2 tickets within a 24 hr period)

    - Set max per priority. (ex max urgent tickets in 24 hrs = 1, total tickets max = 2) 

    - Assign in round robin 

    - Ability to set agents as not available for assignment

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  • Barry Neary
    Zendesk Product Manager

    Hi David, 

    - Need to automatically assign unassigned tickets: is this ensuring that all new tickets are routed to an agent? If so, then as long as it has the autorouting tag and is assigned to a group it will be automatically assigned to an agent. Typically you would have a trigger add the tag and assign to the appropriate group  - e.g. if billing tag is present than assign to billing group and add tag

    Need to assign tickets to agents only during a specific time frame (shift): you can use business hours to setup a schedule for a group, and then set the schedule to apply to certain types of tickets that are to be assigned to that group. For example, set the schedule for billing tickets to be Billing Group schedule. Then when assigning tickets to that group, have an extra condition to check if its within business hours, if it is then add the autorouting tag, if not dont. 
    Then you will need to have an automation that periodically checks (c. once an hour) if it is within business hours , and if it is and add the autorouting tag. This will ensure tickets that have come in outside business hours will now be auto routed within the group

    - Set max # of tickets assigned in x hrs (ex max 2 tickets within a 24 hr period)/ Set max per priority. (ex max urgent tickets in 24 hrs = 1, total tickets max = 2): we dont have either of these at present, have not considered this for the future but will do if other customers require it

    - Assign in round robin : currently the routing engine first looks for an agent that has highest spare capacity first, and if there are several then it uses round robin, i.e. which agent has not received an assignment in the longest time. In the future we plan to offer a range of routing methodologies including pure round robin

    - Ability to set agents as not available for assignment: this is now available in this EAP

     

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  • Kulin Joshi

    Hi Barry Neary,

    We released on production but it is not working.

     

     

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  • Kulin Joshi

    Jon Schlueter I think I am facing same like you. did you issue fix and what actions were taken?

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  • Jon Schlueter

    Kulin Joshi I'll do my best to help.  Here's how I have it set up at my company:

    1. Support uses the same macro we've been using to escalate matters internally.  The macro has a specific tag in it.  Let's call this tag "tag1".
    2. We created a new trigger that looks for the tag mentioned above, "tag1".  The trigger finds these tickets and reassigns it to a specific group (essentially tier 2 support) and adds the new tag we created for our routing.  Let's call this new tag "tag2".
    3. Zendesk's new routing feature detects this ticket has "tag2" and reassigns the ticket to someone in the group mentioned in step 2.

    Some things to call out that I didn't see in your screenshots:

    • Do you have a group set up for this routing?  If not, you might need to set that up.  (I think this might be the issue since this article specifies it needs to reassign it to a group.)
    • Are people signed in to Zendesk when a ticket is trying to be routed to someone?
    • If you do have people signed in who should take these tickets, do they have more than 50 open email tickets?
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  • Christopher Wooten

    This seems like a good idea, but the setup seems very complex. Is there a reason you all did not setup more options in the routing menu?


    The current round robin app is a staple of our setup. I love this idea but until this has all the same features it will not be useful.

    Being able to restrict ticket amounts by tag per hour and per day is paramount for larger more complex environments.

    Having a GUI for the rule routing as Round Robin does also makes it very easy to understand where tickets are going. The custom Schedules make it easy to see when.

     

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  • Barry Neary
    Zendesk Product Manager

    Hi Christopher Wooten, a lot of the functionality you mention above is on our roadmap to implement - the Routing EAP is just the first step.....

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  • Diego Garcia

    Hi Zendesk Team, to clarify and avoid misunderstandings, the feature's location is different from what the article shows.

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  • Rob Stack
    Zendesk Documentation Team
    Hi Diego, thanks very much for pointing this out! The article is now corrected.
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