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Feature Request: Add Option to Record "Skills" Against an Organization
Posted Feb 07, 2025
Description:
As an admin and agent, I am requesting a feature that allows us to record "skills" at the organization level within Zendesk. This feature would significantly enhance our workflow and improve efficiency in the following ways:
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Use Case:
- We have multiple programs that our customers can belong to. We would like to record these programs as "skills" at the organization level.
- When a ticket is created for an organization, it should automatically be tagged with all the programs (skills) that the organization belongs to.
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Current Challenges:
- Currently, agents need to manually triage incoming tickets and assign them to groups or add skills manually. This process is time-consuming and resource-intensive.
- Without this feature, there is a risk of tickets being assigned to agents who may not have the necessary knowledge about the specific programs, leading to inefficiencies and potential delays in resolution.
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Desired Outcome:
- By having the ability to record skills at the organization level, tickets can be automatically tagged with the relevant skills when they come in.
- This ensures that only agents with the appropriate knowledge and training can pick up these tickets, leading to faster and more accurate resolutions.
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Additional Details:
- This feature would streamline our ticket assignment process, reduce manual effort, and improve overall customer satisfaction by ensuring that tickets are handled by the most qualified agents.
We believe that implementing this feature would greatly benefit our organization and enhance the overall efficiency of our support operations.
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2 comments
Shawna James
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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Scott Tynan
Can we close this ticket? No need to keep it open when there is a community post about it. Or have I missed something?
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