Ability to update Skills from macros or triggers
Posted Jul 07, 2018
It would be great to have the ability to Add/Delete Skills through macro and trigger actions. As well as, being able to use Skills in trigger conditions.
I would love to use to the new Routing Rules feature to cut down on the number of triggers used for handling ticket assignment. We currently have 5 triggers for almost all of the assignment group (web, email, and 3 to handle follow-ups). But, there is no systematic way to handle updating a ticket's skill association when the ticket is handed off to a different set of agents.
Our teams are set up as Customer Support, Accounts Payable, Taxes, and Legal to name a few groups. I was planning to create the groups as skills. But if a ticket comes into Customer Support and needs to be transferred to Accounts Payable there is no good way to ensure the skill is updated accordingly. I was told to have the agent manually update the skill, but that isn't really a reliable solution.
Based on the current set up, the agents would have to work off Skill based views and Group based views, and there would be a lot of mismatches. Which would just lead to a lot of confusion.
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41 comments
Ty Bailey
Will that allow us to change skills thorugh triggers or automation after ticket creation? The biggest concern is assigning skill values after an agent has a chance to triage and assess the need.
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Barry Neary
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
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Ty Bailey
My staff set a topic set post ticket creation, that is the item I would like to use skill routing for in order to bring in SME for collaboration.
The biggest issue is I cannot seem to set skills for personalized queues after ticket creation.
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Sal
Yes it just needs something to trigger off.
I.e change of a ticket field, or status etc
The problem we were having was that Agents using Skip shouldn’t see tickets that had no Skill associated on creation. This solved that.
What’s your use case?
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Ty Bailey
Can they be changed mid ticket? Will routing update?
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Sal
Hey Ty,
When a ticket arrives via a web form, we tag it as example_type_1
Then a trigger calls the web hook I created that adds the skills using the api/v2/routing API endpoint
Here’s the API for reference
https://developer.zendesk.com/api-reference/ticketing/ticket-management/skill_based_routing/#set-ticket-attribute-values:~:text=Ticket%20Attribute%20Values-,POST%20%2Fapi%2Fv2%2Frouting%2Ftickets,with%20the%20specified%20attributes.,-Invalid%20or%20deleted
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Ty Bailey
Sal, I assume you are doing so though use of a monitoring service on ticket update? Duplicating the trigger functionality externally is possible but really too much to ask for something that should work as expected.
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Sal
I was able to make this happen.
I used Triggers, Tags, Webhooks and the API.
Working like a charm.
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Barry Neary
Hi Chris Rose
We are aiming for end of March
Barry
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Chris Rose
Any update on this and the timeline? This is a huge need. Thanks!
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