Announcing automatic activation of omnichannel routing

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10 Comments

  • Tim G
    Zendesk Luminary

    Hi Team,

    We switched on omni-channel routing when we migrated to Agent Workspace and messaging earlier this year. We had big problems with it, because it was auto-assigning messaging tickets immediately and forcefully (without the auto-routing tag), and after chatting with our Zendesk reps, they agreed that with our workflow we'd need to switch off the feature.

    Is this article saying that at some point it's going to be randomly switched on again?

    If so, how can we mark our account as 'no, don't automatically switch that on' pls?

    I understand from this article that we can switch it off again, but that needs an admin to be online and aware that it's happened, at the time that it gets switched on automatically :( 

    Also in this article, it mentions the routing tag - but the biggest issue we had was that after chatting with Zendesk support, they confirmed that routing automatically applies to messaging tickets without the tag applied (we didn't want it to apply, so we didn't add the tags to tickets through a trigger - but it still auto-routed those tickets, which we didn't want). So we don't want this feature (omnichannel routing) enabled on our account please. 

    Thanks!

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  • Jacquelyn Brewer
    Zendesk Documentation Team

    Tim G I understand your concern. Please see the note at the top of this announcement. All accounts to which this applies will be notified ahead of time with additional information. I believe the only accounts affected by this are those that exclusively use what is referred to as the "email" channel in omnichannel routing, since those are the only tickets that use the routing tag. Since you use Messaging, you should be unaffected.

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  • Tim G
    Zendesk Luminary

    Ah awesome - thank you Jacquelyn Brewer :) 

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  • Molly Katolas
    Zendesk Luminary

    I was notified our account would be activated for Omnichannel routing but this article makes it sound like I have the option to simply go in and turn it off afterwards. I'm a little confused about the message here - what's the point of Zendesk forcing it live on some unknown date just for me to go in and turn it off again until our team is ready (and willing) to make the change? I'm not against using it but I'd like to turn it on at a time that's decided by my team, not an arbitrary date set by Zendesk. 

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  • Barry Neary
    Zendesk Product Manager

    Hi Molly

    We can add you to an exclusion list if you dont want to use omnichannel routing - this means it wont be switched on automatically.

    Apologies if this has caused you inconvenience, its just we are adding features to routing regularly and we wanted customers who may not be aware of routing have access to these features.

    Let me know if I should go ahead and add you to that exclusion list. The planned date for activation is on or around Sept 25th (will confirm that date in next week or so)

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  • User 5629941

    Tim G We had the same trouble. I loved using Omnichannel when we first launched - it made such a positive impact on our delivery of service to customers. But we then implemented the chatbot on our help center and switched off the contact us form and email channel, meaning all tickets were coming in via the messenger channel. We had some tagged to behave like a 'live' conversation and some tagged to behave like a ticket with a longer SLA. However, omnichannel just could not cope with 100% of tickets coming in via messenger. Capacity restrictions did not work and tickets were auto assigned to agents as soon as the ticket was added to a group that had agents assigned to it. No matter how creative we were with work arounds, we could not get the messenger tickets to assign using the omichannel rules so we have switched off omnichannel which was a very sad day for us. 

    Barry Neary Please can you ensure that we are added to the exclusion list to switch off omnichannel routing, Thanks :-) 

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  • Barry Neary
    Zendesk Product Manager

    Hi All,

    Clearly the ideal would be that you the customer can choose which chats should be treated like messages (i.e. accept button flashes for agent and once assigned it takes up message capacity) and which should be treated like email tickets (i.e. they are assigned directly to agents and they take up support capacity ). This is not available now but is something we can look at doing or perhaps finding a workaround.

    cc: Prakruti Hindia

    Barry

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  • Molly Katolas
    Zendesk Luminary

    Thanks Barry Neary - please exclude our accounts. 

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  • Sydney Neubauer
    Zendesk Luminary

    Please exclude our accounts as well - we do not want anything enabled automatically without proper vetting

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  • Barry Neary
    Zendesk Product Manager

    Will do Molly Katolas and Sydney Neubauer

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