| Announced on | Rollout starts | Rollout ends |
| November 11, 2024 | November 11, 2024 | November 18, 2024 |
Zendesk is excited to announce the enhancement of prioritized skills timeout for omnichannel routing.
This announcement includes the following topics:
What is changing?
When using ticket triggers to add skills to tickets, you have the option to designate each skill as required or optional for email and messaging tickets. Omnichannel routing attempts to route tickets to agents with all of the ticket's skills, but to prevent undesirable delays, optional skills are dropped from consideration so that more agents are considered eligible.
With this release, optional skills can be further prioritized into low, medium, and high priority. Low priority optional skills are dropped first, followed by medium, and then high.
For calls, all skills are considered low-priority optional.
See Adding and managing skills on tickets.
Why is Zendesk making this change?
We recognize just how important it is to have granular control over how skills are used and considered. Prioritizing optional skills helps provide more balance between routing tickets to agents as quickly as possible and routing them to the agents with the necessary skills to solve the tickets efficiently.
What do I need to do?
Update your ticket triggers that add and modify skills for tickets to use the more granular priority values for optional skills.
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.