Announced on | Rollout starts | Rollout ends |
October 11, 2024 | October 14, 2024 | October 15, 2024 |
Zendesk is rolling out a new and improved Routing configuration page for omnichannel routing.
This announcement includes the following topics:
What is changing?
Since omnichannel routing was originally released, we've continued to add many additional capabilities to the routing feature set. We've updated the organization of settings on the page and modified some of the labels and descriptions for settings to make it easier and more efficient for admins to manage their omnichannel routing configuration.
The updated page has been arranged in three sections: global routing settings, email routing settings, and messaging routing settings. The global settings apply to all supported channels, while channel-specific settings are now grouped together.
See Managing your omnichannel routing configuration.
Before and after
Before the refresh, the Routing configuration page looked like this:
Now the Routing configuration page looks like this:
Why is Zendesk making this change?
Zendesk knows how important it is to design our products in ways that optimize for efficiency and effectiveness. This page refresh is meant to make it easier for admins to understand their routing configuration options and manage these settings.
What do I need to do?
No action is required. The updated Routing configuration page is being rolled out to all accounts with omnichannel routing. The next time you edit your routing configuration, you'll see these changes.
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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