Using Omnichannel Routing for older tickets

3 Comments

  • Barry Neary
    Zendesk Product Manager

    Hi Meg Clarkson

    If I understand correct you dont want to automatically route all tickets - just the ones that are old?

    The easiest would be to add the autorouting ticket to all tickets in whatever group they are assigned to - if the priorty of all these tickets is the same, the routing engine will by default assign the oldest ones first.

    However if you do not want all tickets to be autoassigned within the group, then perhaps create an automation that say 'if ticket was created over x mins/hrs ago, then add the autorouting tag to that ticket'. These  old tickets can stay in their groups and will be automatically routed

    Barry

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  • Meg Clarkson

    Thanks Barry. Yes, it's just those over 3 days, for example. 

    It was my understanding that the auto-routing tag had to have a group & priority assigned. If this is the case, I would need to set up a trigger per group?

    So if a ticket in X group is over X days old, assign to X group and add tag, and do the same for all other groups we have on our account. 

     

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  • Barry Neary
    Zendesk Product Manager

    Hi Meg, so when the tickets orginally are created are they assigned to a group? If they are, then the automation would just need to add the tag....

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