Feature Request: Allow Omni Channel Routing to handle tickets created within the 'Zendesk Support' app (which are created as Channel 'Mobile')

We use Omni Channel Routing to automatically route Email and Web Form tickets.  It works well.

However, Omni Channel Routing currently does not handle tickets that are created within the 'Zendesk Support' app (which are created as Channel 'Mobile', and end up displaying ‘via mobile’, instead of ‘via email’ or ‘via web form’).  These tickets do not get assigned to an Omni ‘Queue’ and therefore do not get auto assigned to an Agent.  We have to manually assign these tickets to our Agents.

It has been confirmed to me in Zendesk ticket 13311250 that the channel of Mobile is not listed in the Omni documentation (at  https://support.zendesk.com/hc/en-us/articles/4409149119514-About-omnichannel-routing) as a channel that would work.  Therefore, even if ‘Zendesk Support’ is an app produced by Zendesk, Omni Channel Routing is not currently able to handle these tickets.

The use case is that our Light Agents are sometimes ‘on the move’ and it is much easier for them to use the ‘Zendesk Support’ app to create an urgent ticket (& then update/view that ticket), than it is to use the alternative of ‘email’.

Therefore, we would like to request that Omni Channel Routing be enhanced to also be able to route ‘Mobile’ tickets that are created via the  'Zendesk Support' app.

Thanks.

Stuart