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Routing Flow Assistance
Posted Oct 12, 2023
Hello,
I am looking to create a flow in which tickets that are in a general initial queue (current) can be routed to various departments. The originators will be many sources that will be unable to make a consistent selection on say, skill, so it would be a manual delegation. Our plan currently has 5 seats. Ideally, I would have at least 5 departments with 3-5 staff members who can be assigned and re-route tickets.
As a new admin and user of Zendesk I can't think of a way to accomplish this without adding all of the "users" as agents which will then raise the cost exponentially. I don't think we can accomplish this with light agents since the notes will need to be public.
Any assistance is appreciated.
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1 comment
Paolo
If your agents would need to answer tickets publicly, I'm afraid that you would really need to add agent seats to accomplish your use case. Only agents with licenses can reply publicly, light agent replies will only be set to private/internal notes.
In addition, agents cannot share accounts as well as it go against Zendesk's Main Services Agreement as security risks may arise if credentials are shared, and would not be optimal if they are going to work at the same time. More information here.
Best,
Paolo | Technical Support Engineer | Zendesk
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