Can I route inbound calls to one Zendesk Talk line evenly among multiple groups of agents?

Question

I want to route inbound calls to multiple groups of agents in Zendesk Talk. How do I set up the routing for one phone line so that each group of agents receives a similar number of inbound calls?

Answer

Zendesk Talk will route inbound phone calls to the Primary group in your Talk Line's routing setup first. If you prefer to split inbound calls between multiple agent groups, you can set the Primary group to an agent group with no agents as a workaround.

1. Create a new agent group and do not add any agents to the group.
2. Open your Talk line's Routing settings and set the group with no agents as the Primary group. Enable any other applicable agent groups for routing on the same phone line.
   
3. Click Save changes.

Once the settings are saved, inbound calls will route evenly to each of the secondary agent groups based on agent availability. For more information on the routing order of phone calls, see the articles:

• How are calls routed to my agents in Zendesk Talk?
• Routing incoming calls to groups of agents

Note: This workaround does not function if you are using omnichannel routing. When omnichannel routing is enabled, calls only route to the primary agent group. Omnichanel routing is the default routing experience for all accounts and trial customers of Zendesk Suite created after December 11, 2024. For more information, see the article: Using omnichannel routing to route calls.