Omnichannel Routing (OCR) available for Web widget tickets

4 Comments

  • Official comment
    Barry Neary
    Zendesk Product Manager

    Hi Alice, 

    If you create a view and include the Channel as a column in the view, such as shown below, could you then tell me what is the entry in the Channel column for those tickets created from you web widget?

  • Alice Vavasseur

    Hi Barry, 
    I see only abandoned calls (I did not set this trigger yet) and Web Widget.
    FYI, I already checked this with one of your support agent, as I did not understand why some tickets were not assigned via OCR ;)

    Thanks!

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Alice, we plan to support the web widget type of ticket in Jan 2023

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Alice Vavasseur

    Support for the web widget support tickey type has now been released. Can you confirm that this now works for you?

     

    Barry

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