Announced on | Rollout starts | Rollout ends |
September 4, 2024 | September 4, 2024 | September 11, 2024 |
Zendesk is pleased to introduce an enhancement to omnichannel routing that allows you to choose whether email tickets are opened automatically after they're assigned to an agent.
This announcement includes the following topics:
What is changing?
Until now, when an email ticket is assigned to an agent, they receive a notification in the Agent Workspace and, with the standard ticket triggers, an email notification as well. However, agents sometimes struggle to stay on top of email tickets they've been assigned when relying exclusively on these notifications and views.
Admins now have the option to configure omnichannel routing to automatically open newly-assigned email tickets in a new tab within the Agent Workspace. The agent will still receive notification of the assignment, too.
See Managing your omnichannel routing configuration.
Why is Zendesk making this change?
This new option is designed to aid agents in keeping up with their workload more efficiently. They won't have to rely on views refreshing or fleeting notifications.
What do I need to do?
This feature is being rolled out to all accounts eligible for omnichannel routing. To use this feature, edit your omnichannel routing configuration to select this new option.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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