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Turning on and setting up omnichannel routing



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Dec 10, 2024


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Howdy! The link in the article about "creating a plan for your routing configurations" (https://support.zendesk.com/hc/en-us/articles/5866960505754#topic_frn_1vc_yxb ) may be incorrect as I assume it's not meant to have limited access?

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Jennifer Rowe

Zendesk Documentation Team

Thanks for reporting this, Hannes! You are correct, that link should not have limited access. It's fixed now!

And here's the correct link for easy access: creating a plan for your routing configuration

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The instruction states to turn on omnichannel routing: Next, click the trigger link and create at least one Support trigger .

Can you provide an example of a Support trigger for omnichannel if I wish to:

For all new tickets for organization=amazon, assign to group Premier.

 

 

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To clarify, does this mean that incoming email tickets can now round robin to onlin agents? OR is the round robin feature only for talk and messaging?

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