Question
Omnichannel routing isn't reassigning my reopened tickets. How do I reassign reopened tickets to agents who are currently online?
Answer
To reassign a reopened ticket when an agent is offline, navigate to Admin Center and on the omnichannel routing configuration page check the box next to Turn on reassignment for reopened tickets. When this is on, the system reassigns email and messaging tickets to the same group when the ticket status changes from Solved, Pending, or On-hold back to Open.
To set up the reassignment of reopened tickets, you must allow agents to assign tickets back to their groups.
8 comments
Daniel Codesal
Hello,
I have a question about the new ‘reassignment of reopened tickets’ feature within omnichannel routing. I have created a custom agent status called ‘Annual leave’ for when our team are away on holiday and set it as the status for the new ‘reassignment of reopened tickets’ feature hoping it works the same way as the out of office app. See screenshot below.
Our agents have been changing to this status at the end of their shifts before going on holiday, however the following morning the system has automatically changed the annual leave status to offline. Therefore, their reopened tickets are not reassigning to agents in the same group.
Is there a way to stop the system automatically changing a custom status to offline? Or are there plans to prevent the system from automatically changing a custom status to offline after inactivity time? I’m not sure why we would be able to set a custom status to use this feature, but then Zendesk overrides it?
Any help much appreciated.
4
Johannes Garske
+1
1
Bobby Watton
Javier DM this seems to solve the problem of reassigning an agent's tickets when they go offline. But what about reassigning open tickets regardless of agent activity?
We often have tickets routed from a T1 team to a T2 team and set to an Open status so triggers affecting New tickets don't run on them again.
I want Omni to retry assignment on these Open tickets once they're in the T2 group. How do I do this?
Similarly, if calls or emails come in overnight, Omni never retries routing once agents get online in the morning. How do I do this? In effect, I never want unassigned tickets in a queue to have to be manually grabbed. Omni should always keep trying to assign all unsolved tickets in queue when there are online agents with capacity.
0
Javier DM
Hi there Bobby Watton !
What you describe might be related to a configuration on the routing settings. There are lot of moving parts on this, so would be best to cover it in support ticket so my suggestion is to please creat a new conversation with our bot.
Now, if you refer to Messaging tickets, there is a setting to assign inactive messages (https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration#:~:text=is%2030%20seconds.-,Messaging%20activity%20routing,-On%20Team%20plans) which would allow Omnichannel routing to offer inactive tickets to your agents.
Then related to calls overnight, Voicemails and abandoned calls tickets do not get routed, and there is a previous product feedback for it which you could vote for if this is your case: https://support.zendesk.com/hc/en-us/community/posts/7160457308954-Omnichannel-routing-for-voicemail-and-abandoned-call-tickets#:~:text=Currently%2C%20if%20a%20customer%20leaves,monitored%20and%20manually%20assigned%20instead.
As regards emails, would have to check some examples and verify why those are not routed, so back to my initial suggestion to have a ticket with our Support team to better analyze your current workflow.
Best regards and wish you a great day ahead.
0
Kris Parker
In our Zendesk instance we have some groups using OmniChannel routing, and others not using this and instead simply self-assigning tickets.
I am desiring to use the options mentioned in this article to reassign reopened tickets (email and/or messaging) when the assigned agent is offline…but only for certain groups as it is expected that some groups have their agents offline. Is there another path beyond the omnichannel routing configuration to have these tickets reassigned back to the main group based on the agent status?
0
Javier DM
Hi there Kris Parker good day! as regards your question, the re-assignment feature uses the Unified status which is functionality from Omnichannel routing. If the solution presented here do not suit your need as your agents do not use the unfied status, then only option left would be to use triggers to re-assign your tickets.
If you have specific questions about your workflow, I'd suggest create a new conversation with our bot and have a ticket opened with our Support team.
Thanks for your question and best regards.
0
Ahmed Zaid
Hello,
Few months ago, when I moved to Queue-based routing and disabled the trigger that added omnichannel_routing tag to email tickets, this feature has stopped working, so I had to roll back the configuration.
Can you please confirm if a routing tag is still needed for this feature with queue-based routing?
0
Javier DM
Hi Ahmed Zaid good day!
If you are using custom queues, then those tickets will always be routed through queues as long as they meet the conditions for your queue. If an email tickets gets initially routed by a queue and then gets reassigned and now it doesn't match any queue, OCR won't pick it up if it doesn't have a routing tag.
Also, if you want re-assignment through queues, you should enable this option in the Routing configuration “Reassign tickets through queues”.
I'd review if any of the two scenarios I shared match with your situation. And if you need further clarification I'd suggest create a new conversation with our bot and have a ticket opened with our Support team.
Best regards.
0