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Feature request - Skills based routing as a trigger condition



Posted Feb 11, 2025

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Add updating skills as a condition for triggers

What problem do you see this solving? (1-2 sentences) 

We need to generate end user use case specific notifications when a ticket's skills are updated. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

We currently make minimal use of skills-based routing due to this issue.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Adding skills via a separate trigger based on a different condition.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Better support for implementing skills-based routing including but not limited to exposing skills as conditions for triggers


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Shawna James

Community Product Feedback Specialist

Hey Matthew,
 
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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