Barry Neary

cc: Prakruti Hindia 

Hi Arvin Villena 

Not, currently it only works for sessions ended by agent. We are however working on the ability to have this ‘trasnform message to an email’ as a trigger action so it can be used in other ways, like the message going inactive. Expected late Q2

cc: Prakruti Hindia 

Hi Elżbieta Petryka 

When it comes to support tickets (inc email and webform), you choose to only have some of them routed by using the auto routing tag

For messages, all of them will be assigned via omnichannel routing if you switch it on. 

Hi Jennifer Morris / Sam 

Can you contact our customer support group to enable this for your account?

Hi

Currently you can restrict which custom statuses appear to which groups. This was introduced in 2024

Hi Yvonne P. 

Do you have specific questions that we can help with?

Barry

HI Nico V 

The only way currently to do this is to leveage the Zendesk Agent Status API to make changes to an agent status and write some type of script to call these APIs. We are currently developing a bulk edit status capabilty that you can change several agents status with one call. (cc: Jenny Gillett )

Hi Yvonne P. 

When you say ‘Agent has less than 3 open tickets - assign next 5 tickets ’ what exactly is the logic you are looking for?

Lets say the agent is one of several who are online in the group, presumably you want the tickets that are in the queue to be distributed to each of the agents on a round robin basis (rather than given one of the agents who has 3 open tickets to receive the next five from queue)?

I think we may be getting confused between ‘I want to distribute the tickets based on the round robin methodology’ vs. ‘I want OCR to work in the same way the third part round robin app does’.

Barry 

Hi

Omnichannel routing currently has round robin as a routing option. If you select it, then rather than giving the ticket to the agent with the highest spare capacity, it will select the agent who has not received a ticket in the longest time. It will still respect the agents max capacity for that channel

Barry