• Sierra Collins

  • September 23, 2022 16:52

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

• Dave Dyson

  • September 25, 2022 01:02

  Hi Sierra, no signup is required! You're free to test it out: About omnichannel routing (beta)
  
• Sierra Collins

  • September 26, 2022 14:35

  hello, I don't have Omni Channel routing in my instance. Can this be updated? Dave Dyson 
   
  Thanks 
  
• Jennifer Rowe

  • September 26, 2022 15:56

  Zendesk Documentation Team

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

• Tom Robinson

  • October 20, 2022 11:32

  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. 

• Barry Neary

  • October 21, 2022 10:26

  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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