Assign texts to correct agent



  • Dave Dyson
    Zendesk Community Manager
    Thanks for the feedback, Justin!
  • Martin Holmes - 🚫 Out of office
    Zendesk Product Manager

    Hi Justin, 

    Thanks for the feedback. I'm hoping you can better help me to understand your setup. When you say that you have phone numbers directly associated with agents, does that mean that agents have an agent forwarding number associated with their Zendesk profile? And when there are incoming phone calls, the calls are answered by your agents via phone? 

    Text capable phone numbers can be configured for group routing, so that any tickets created from incoming text messages can get assigned to an appropriate group of agents. A group could also be created with only one agent in it, if you want a text ticket to go directly to one individual agent.

  • Justin Near

    Thank you, Martin - yes, we eventually figured out that Text also had routing. Don't know how I missed it!


Please sign in to leave a comment.

Powered by Zendesk