Zendesk talk - Previous ticket routing IVR option


  • Dan Kondzela
    Comment actions Permalink

    Hi George, thanks for reaching out!

    Unfortunately it is not possible to set up a workflow that accomplishes this. I can certainly see the use case but the options currently available within Zendesk Routing cannot read the past ticket history of customers. You could privately provide a number to your premier customers that is not advertised elsewhere if you want to get them to a higher tier of support faster, but you could not take that back afterwards. It would then provide that customer a high tier for life, or as long as the number is active.

    It would really only be possible to achieve a version of your end goal with a paid priority support business model, which is probably outside the scope of what you're looking to implement.



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