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Improved Clarity in Omnichannel Routing Activation Process



Posted Jan 07, 2025

We struggled with the Omnichannel Routing Activation in one of our Zendesk instances because the current layout isn't very straightforward, regarding this topic. This issue affects our admins who are responsible for setting up and managing the routing configurations.

The current layout gives the impression that either option can activate omnichannel routing, but it actually requires adding the auto_routing tag under the "Group based routing" box first. Improving this layout would make the admin experience more straightforward and easier to understand, specially in the first set up.

This issue occurred recently when we were setting up omnichannel routing. We were under the impression that we could choose either option to activate it, but it didn't work until we added the auto_routing tag. This confusion can lead to delays in setup and inefficiencies in managing our support operations.

We had to refer to additional support and documentation to understand the correct setup process.

We suggest improving the layout to clearly indicate the steps required to enable omnichannel routing, making it more intuitive and user-friendly for admins.


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Shawna James

Community Product Feedback Specialist

Hey David,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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