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K
Joined Oct 26, 2021
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Last activity Feb 05, 2025
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Latest activity by K
K created an article,
If you encounter problems with omnichannel routing setup, use this guide to find solutions to the most common issues.
The article contains the topics below:
- Omnichannel routing settings not visible in Admin Center
- Abandoned call tickets
- Agents get more tickets than their capacity limits
- Talk tickets do not route to the right groups
- Messaging tickets not routing correctly
- Missing settings and functions
Omnichannel routing settings not visible in Admin Center
If settings for omnichannel routing don't appear in Admin Center, check if you meet all requirements.
Abandoned call tickets
Abandoned call tickets might appear in your queue with omnichannel routing enabled. This happens because omnichannel routing creates tickets for calls, but doesn't support the Create tickets for abandoned calls setting. Use this workaround: Automatically Close Tickets Created by Abandoned Calls.
Agents get more tickets than their capacity limits
Agents may receive more tickets than their allowed capacity. For more information on why this happens, see the article: My agent automatically gets assigned more tickets than their capacity allows.
Talk tickets do not route to the right groups
When omnichannel routing is off, Talk calls create tickets post-call acceptance. With it on, tickets are created immediately, routing to available agents before call acceptance. Triggers that run on these Talk tickets can affect routing. Adjust triggers to exclude Talk channel tickets. Use this condition in your trigger: Ticket > Channel | Is not | Phone call (incoming).
Messaging tickets not routing correctly
If you're using custom omnichannel routing queues, messaging tickets should be automatically routed.
However, if you're using the standard omnichannel routing queue, tickets must be assigned to a group before they are eligible to be routed by omnichannel routing. Adjust or create triggers to assign groups to messaging tickets. For more information, see this article: Requirements for the routing trigger.
Missing settings and functions
Omnichannel routing offers a unique experience but not all settings are available. Check missing settings against known limitations in this article: Requirements and limitations of omnichannel routing.
Tip: If you’ve created custom omnichannel queues, set up a dashboard for live data on routing performance using this recipe: Reporting on custom omnichannel queue performance. This recipe works only in the Explore beta dashboard builder.
Edited Jan 20, 2025 · K
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K created an article,
Question
The creator of a dashboard left my company and I removed their user from my Zendesk account. The dashboard is private and when I try to access it, I receive the message: The dashboard does not exist or is not public. How can I get access to that dashboard?
Answer
If you suspended the user but didn't delete them from your account, you can temporarily upgrade the user to an admin again and re-share the dashboard with an existing admin. However, if you deleted the original creator of the dashboard, then any unshared dashboard they created can't be recovered. For more information, see this article: Can I recover deleted custom metrics, reports, or dashboards?
To re-share the dashboard
- Unsuspend access to the user by following the steps in this article: Suspending a user.
- Select Unsuspend access.
- Under User type change the field to Staff member.
- In Admin Center, upgrade the agent's role back to Admin.
- On a different tab of your browser, sign in as the admin user you just reinstated.
- Open Explore and share the dashboard with yourself or with another admin.
- After you or another admin confirms access to the dashboard, downgrade the former employee's role to End user.
- Follow the best practices for suspending or deleting the user from the account.
For more information, see this article: Best practices for removing agents.
Edited Mar 09, 2023 · K
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K commented,
I understand you would like to use Organizations for your customers and then organize the users in those Organizations by location. The following three resources will help you with this workflow and learn about using Organizations to organize end users:
One suggestion you and your team can consider is to use Organization fields to differentiate locations. For example, you could create customer A as an organization and then create an organization field for locations X, Y, Z.
I hope this suggestion works for you and your team! :)
View comment · Posted Nov 17, 2021 · K
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K commented,
According to this article, only the following field types are available as Trigger Actions: Checkbox, drop-down, and date custom fields. I hope this helps!
If you are still having issues, please let me know and we can look to open up a ticket and look more closely at your account.
Best,
View comment · Posted Nov 11, 2021 · K
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