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Adding and managing skills on tickets



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Feb 11, 2025


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18 comments

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Rafael Santos

User Group Leader

Adding and removing skills on Triggers? This is amazing news! Congrats Barry Neary and team 🙌

When will it become available?

Having these will allow for many new options when using Skills routing without requiring updates via API.

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Barry Neary

Zendesk Product Manager

Hi Rafael

We have started rolling this out today - it may take a few days before your account is enabled

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Barry Neary

Zendesk Product Manager

Hi Ahmed Zaid (cc: Rohan Gupta)

We are working on this  - the plan is to have the ability to add a tag to a Talk ticket for each IVR button press and then triggers can add skills based on these tags

Barry

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Maybe I'm missing something here but the suggestion above is to delete any of the old 'routing rules' for skills and replace with Triggers - But there is no option to Add Skills via triggers, unless there are Skills defined in Routing Rules?

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Barry Neary

Zendesk Product Manager

Hi Chris Stewart

In the skills area there are two main areas shown when you click on a skill:

1) The conditions area: where you can setup conditions to add a skill when ticket is created

2) The agent assignment area - where you assign the skills to agent (s)

With the introduction of skills on triggers, you can use triggers now to add skills to a ticket rather than using 1)

 

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I followed the suggestion above but still can't find "Add Skills" under "Actions" in Triggers.

I created a skill in the Skills section and used only the agent assignment area. Then I tried adding a trigger to assign the skill but there was no option "Add Skills" under "Actions" in Triggers.

Am I missing something? 

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Barry Neary

Zendesk Product Manager

Hi Dusan Basic

Have you switched omnichannel routing on? It must be on for you to see this

Barry

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Barry Neary omnichannel routing was not on. Now it works :)  Thanks for the quick response! 

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Devan La Spisa

Zendesk Community Manager

Thanks, Barry Neary for the help!

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Omnichannel routing is not working for us + We cannot see “Custom Agent Status” either. "Queues" appears in our Prod Environment but not on the Sandbox…. so not impressed so far…  in terms of config, Skills are being assigned correctly to tickets, Omni Channel is on, Trigger tag added to autoroute specific simple email ticket upon reception, Engineer assigned to groups with same skills as updated in tickets… but tickets sit there into our New and Unassigned Queue without the feature to actually work… Any ideas?

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Can someone please assume identity and show me what is wrong in our set up..? I am running out of patience here and cannot understand why this does not work (after reading all your doc and videos training)

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Any news? We cannot make the feature to work with a very basic set up

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Paolo

Zendesk Engineering

Hi Pascal,
 
I hope you're doing well. I'm sorry for any trouble this may have caused. I see that you've already submitted two tickets to our Support Team, and they are actively working on it internally. Our agents will provide you with updates as soon as possible. Thank you for your patience.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Hello all! I have a support ticket open but I seem to be repeating myself to them with little progress, so I'm hoping to get some advice here.

I have a trigger that adds a skill to a call's ticket when it is assigned to a specific group (tech support). I also have a trigger that removes the skill when the call is unassigned from that group (say, to transfer it to billing support). The problem is, that even though the skill is removed from the call's ticket, the call still will not route to agents without the skill. Is that how it is expected to work?
If that is how it is expected to work, what is the point of this section? Removing skills from a ticket

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Shaun Murray we have run into the same issue with skills and calls - once a skill fires on a call ticket, skills won't be considered again even if they are changed or removed. We had to do away with omnichannel routing for calls entirely given that tickets generated by voicemails can't be routed by omnichannel either which is a huge pain point for our teams.

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Tony

Zendesk Customer Care

Hi Sara,
thank you for sharing your setup with us and for your feedback. We appreciate your input and will keep it in mind as we move forward. Your feedback is invaluable to us and helps us improve our products and services. We always strive to consider our customers' ideas.
 
Best,

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HI, 

It's nice to see the feature that allows us to make certain skills required even after a skill timeout is enabled for certain channels.

I tried setting one of the skills as required with the help of the trigger but the ticket with that required skill still got assigned to the agent who didn't have the skill to handle it, Could you please help identify what could have caused it? The ticket number is  #13145995

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Barry Neary

Zendesk Product Manager

Hi test.zendesk 

I have answered on the ticket

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