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Thomas D'Hoe's Avatar

Thomas D'Hoe

Joined Apr 16, 2021

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Last activity Sep 26, 2024

Community Moderator

I'm addicted to Zendesk. I have been working with Zendesk since 2013 and am proud of what we are doing with Premium Plus (Zendesk Master partner)

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ACTIVITY OVERVIEW

Latest activity by Thomas D'Hoe

Thomas D'Hoe commented,

CommentGeneral questions and issues about tickets

Do you mean end users or agents? 

View comment · Posted Sep 26, 2024 · Thomas D'Hoe

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Thomas D'Hoe commented,

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Thomas D'Hoe commented,

CommentRouting

Hi Johannes Garske ,

 

The tickets will be assigned to one of the agents, a primary or secondary group member for that specific queue.

Here is the Miro Board: https://miro.com/app/board/uXjVK-9tNlc=/?share_link_id=427742085841

 

View comment · Posted Jun 18, 2024 · Thomas D'Hoe

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Thomas D'Hoe commented,

CommentRouting

Hi Johannes Garske

Yes, the latter - you assign skills to the ticket with triggers first. After going through the trigger cycle, the Omnichannel enginge will run through the omnichannel queues (top to bottom) - once there is a match , the ticket will be added to that queue (based on the conditions you have set for that queue). 

Omnichannel will try to assign a ticket to an agent within the primary group(s) or secondary group(s) you have assigned to that queue. The ticket will be assigned if an agent is available (online) , has capacity and has the right skill (based on the skills added to the ticket by triggers before). 

I recorded a video earlier for my team where I explain custom queues, maybe it's useful for you guys too:

- Understanding Custom Cues in Zendesk 🎥
- Understanding how ticket priority works for (Custom) Queues in Zendesk

(sorry,  videos are pretty amateurish :-)) 

View comment · Posted Jun 17, 2024 · Thomas D'Hoe

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Thomas D'Hoe commented,

CommentExplore recipes

Hi Erin O'Callaghan , are you sure it's available for professional plans? We meet all the requirements, but I don't see the ‘live data’ reporting data as mentioned in the article. 

 

View comment · Posted Jun 13, 2024 · Thomas D'Hoe

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Thomas D'Hoe commented,

CommentExplore recipes

Hi Erin O'Callaghan , I'm still confused. The info in the article still contradicts each other.

View comment · Posted Jun 11, 2024 · Thomas D'Hoe

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Thomas D'Hoe commented,

CommentRouting

Hi, regarding to following bullet point in the article:

 

Tickets that don't match the conditions for any of your custom queues are inserted into the standard omnichannel routing queue. However, omnichannel routing prioritizes all tickets routed through custom queues over those routed through the standard omnichannel routing queue, regardless of the ticket's priority.


Does this mean that all custom queues must be empty before tickets from the standard queue are routed? Or is a scenario possible where tickets in the custom queue are still waiting to be assigned to an agent and tickets from the standard queue are assigned because of agent availability?

A possible scenario could be that you provide a specific agent group to handle tickets from the standard omnichannel queue. If you exclude this group from in the conditions of the custom queues (i.e., there is no custom queue match and the agent group of the standard queue is not a primary or secondary custom queue group) , will the tickets from the standard queue then be allocated? Or should the custom queue(s) be empty first?

Or in other words, does it work the same like explained here? 

=> When an agent is eligible to receive work from multiple queues, tickets from the queue with the higher priority value are assigned before tickets from a queue with a lower priority value. A custom queue's priority value is considered only when an agent receives work from more than one queue.
 

View comment · Edited Jun 11, 2024 · Thomas D'Hoe

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Thomas D'Hoe commented,

CommentTicket automation and collaboration

If a follow-up ticket is created, will the intent model be applied to this newly created ticket? And not take into account the previous closed ticket? In other words, the intent of the follow-up ticket may differ from previous closed ticket?

View comment · Posted Jun 04, 2024 · Thomas D'Hoe

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Thomas D'Hoe commented,

CommentRouting

Hi Barry Neary , any thoughts about auto-tagging tickets when they are in a queue - and untagging if they leave a queue? 

When tickets have a queue tag, it can massively improve workflows (used in triggers) and custom reporting. (building report to see only queue ticket)

View comment · Posted Jun 04, 2024 · Thomas D'Hoe

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Thomas D'Hoe commented,

CommentRouting

Related to: https://support.zendesk.com/hc/en-us/articles/6712096584090/comments/6960387626010

What can happen with handling priorities this way (FIFO) is that you may not handle tickets according to SLA breach.

See this view (screenshot below)  - which is based on one of our Queues (conditions view same as that of the queue) sorted by Tickets Request date & grouped by Prio.

The queue will assign these tickets to an agent (routing engine) and start at the top of the list. This means that ticket #1131236 with prio high and a sla breach of -38days will have to wait until all Urgent tickets are handled (and no urgent ticket may arrive before the ticket with prio high will be assigned by the routing engine)




A possible workaround is to change tickets that are close to being breached from prio (putting them higher in the queue) or depending on the business give these SLA breach tickets a TAG and create a prio 1 queue for handling SLA breach tickets.  🤔

View comment · Posted May 28, 2024 · Thomas D'Hoe

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