Announced on | Rollout starts | Rollout ends |
November 4, 2024 | November 4, 2024 | November 11, 2024 |
Zendesk is pleased to announce a new omnichannel routing configuration option to order and assign tickets based on their service level agreements (SLAs) rather than ticket priority and routing eligibility timestamp.
This announcement includes the following topics:
What is changing?
Since the original release of omnichannel routing, tickets have been inserted into queues based on their priority and then by the timestamp at which they became eligible for routing by omnichannel routing. This configuration prioritizes the assignment of oldest and highest priority tickets. However, customers who use SLAs often place the highest priority on the ticket that is closest to breaching SLA targets.
This release now gives admins the ability to decide whether tickets should be ordered in the queue and assigned based on time to SLA breach or the standard ticket priority and eligibility timestamp. When users opt to base ticket order on SLAs, the ticket that is closest to breaching an SLA target is placed at the front of the queue. All tickets subject to SLAs are prioritized over tickets without an SLA target. This means even low priority tickets are inserted into the queue ahead of all tickets without an SLA. The tickets without an SLA target are then ordered based on priority and then timestamp.
For example, if three tickets arrive at the same time and go into the same omnichannel routing queue, two with different SLA targets and one with urgent priority but no SLA target, they'd be queued for assignment in the following order:
- The ticket with a first reply time target of 1 minute.
- The ticket with a first reply time target of 5 minutes.
- The urgent priority ticket without an SLA target.
For more information, see Ordering tickets by time to SLA breach and Managing your omnichannel routing configuration.
Why is Zendesk making this change?
Giving admins a way to route and prioritize tickets by their time to SLA breach can help customers achieve their SLA targets. Even tickets that start off at the bottom of the queue because they are far from a breach will gradually rise through the queue as they approach a breach. This prevents tickets from getting stuck at the back of the queue for prolonged periods of time as they might if you receive a constant stream of urgent and high priority tickets while relying on ticket priority and eligibility timestamp to prioritize the assignment of work.
What do I need to do?
This feature is being rolled out to all customers on Growth plans and above for Zendesk Suite and Professional plans and above for Support, Chat, and Talk. If you'd like to begin routing based on time to SLA breach, modify your omnichannel routing configuration to turn on the feature.
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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