Announced on | Rollout starts | Rollout ends |
September 16, 2024 | September 16, 2024 | September 19, 2024 |
Zendesk is pleased to announce an enhancement to omnichannel routing that enables reassigning tickets through custom queues.
This announcement includes the following topics:
What is changing?
Until now, only new tickets that had never been assigned to an agent were eligible to be routed through custom queues for omnichannel routing. All ticket reassignments by omnichannel routing went through the standard queue.
Now, admins on Professional plans and above have the option to configure omnichannel routing to reassign tickets through custom queues. Specifically, when you turn on reassignment through queues, tickets that are reassigned back to a group go through custom queues to be assigned to an agent. Otherwise only the standard queue is used to reassign tickets.
Why is Zendesk making this change?
Zendesk received a lot of feedback that users wanted to be able to use custom queues to re-route work, not just route new work. Because work from custom queues is always prioritized over work in the standard queue, reassigned tickets often had to wait longer than desirable to be reassigned to an agent and could lead to negative customer experiences and SLA breaches. This new setting gives admins the control to decide which workflow works best for their reassigned tickets.
What do I need to do?
The new setting is being rolled out to all accounts with omnichannel routing. If you have a Professional plan or above, you can edit your routing configuration to turn on reassignment through queues. See Managing your routing configuration.
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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