Welcome to the Omnichannel Routing beta release community

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6 Comments

  • Sierra Collins

    Hello, how does a customer join the beta program for Omni Channel Routing specifically? 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Sierra, no signup is required! You're free to test it out: About omnichannel routing (beta)
    0
  • Sierra Collins
    hello, I don't have Omni Channel routing in my instance. Can this be updated? Dave Dyson 
     
    Thanks 
    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi @...
    You must have Messaging enabled in your account. Otherwise you won't see the Omnichannel routing option. 

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  • Tom Robinson

    Hi All, 

    One element that would be great to have as a configurable on this is the order in which tickets are routed. The current flow is "Priority" followed by "Oldest" ticket. 

    Having applied SLA's to all our inbound contact in conjunction with priorities it would be good to be able to choose the routing criteria, much like you can on views, so we could autoroute the highest priority with the shortest SLA remaining. 

    1
  • Barry Neary
    Zendesk Product Manager

    Hi Tom Robinson

    Yep, definitely the ability to define the criteria that you want to use to order your routing queue is required and is part of our roadmap

    Barry

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