Issue symptoms
With omnichannel routing, I notice that some of my tickets are not routed to agents.
Resolution steps
Tickets are not routed upon creation if the criteria below is not met:
- The ticket does not have a group assigned upon creation. Create a trigger to assign a group when the ticket is created.
- The ticket is not in a New or Open status. Verify that no trigger changes the status of the ticket upon creation.
For more information, see this article: Managing your omnichannel routing configuration.