Prioritisation for Skills in Skills Based Routing

Planned

5 Comments

  • Official comment
    Barry Neary
    Zendesk Product Manager

    Hi,

    Just to let you know we are a launching an EAP at the end of Febuary 2023 that will enable customers using omnichannel routing to route support tickets based on skills. More information to follow, but you can apply for this EAP here, or if you have any questions post them in this thread.

    Barry

  • Barry Neary
    Zendesk Product Manager

    Hi Sam

     

    Ideally you would be able to set priority based on skills, but this is not currently available.

    If I can think of anything to help I will ping you

    Barry

    2
  • Jessica B

    @... is the skill-based prioritisation something we can expect in the near-future?

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Jessica, it is not something we plan to add in the near (i.e. next month or two) future

    0
  • Barry Neary
    Zendesk Product Manager

    Hi all

    FYI

    We have now released skills in omnichannel routing, including

    - the ability to change skills on a ticket using a trigger

    - route tickets from all channels to agents based on skills

    Barry

    0

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