Barry Neary
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Last activity
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Activity overview
Latest activity by Barry Neary-
Barry Neary commented,
Hi Bobby Koch Third party telephony solutions are not integrate with omnichannel routing yet - there are APIs to read and write the agent status which could be used by a 3rd party solution, but ful...
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Barry Neary commented,
Hi Kris Could you have the agent answer the message, then when it is over the agent could set the ticket status to Solved, then have a trigger that if they are reopened the assignee is set to NULL ...
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Barry Neary commented,
Hi Artur Olchowik The 5 will be assigned first by Priority (Urgent first, then High etc.) and then by date created . So if you have two Urgent tickets, then whichever the oldest one is will be the...
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Barry Neary commented,
Hi Slava Skorbezh We are planning to launch a feature in June which will reassign reopened support tickets and messages if the agent is offline We have an EAP now that treats inactive messages the ...
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Barry Neary commented,
Hi Arthur Currently omnichannel routing doesnt route side conversations You could perhaps use triggers to assign a side conversation to a particular group? Barryhttps://support.zendesk.com/hc/en-us...
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Barry Neary commented,
Hi Jeana This article describes how Zendesk detects language - perhaps your users (and hence their tickets) are all being set as English due to the users being created by the admin? Barry
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Barry Neary created a post,
Can I route messages and calls based on skills within omnichannel routing?
No, not currently. This EAP applies to support tickets only (including tickets created from email, webform and API). It does not route messages or calls based on skills currently (that is planned, ...
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Barry Neary commented,
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Barry Neary commented,
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Barry Neary commented,
This beta is now closed as omnichannel has been released