Steven Straker

@Barry Neary, I don't believe the existing matching/routing logic should change - in my opinion, this works just fine. However, it is the ability to assign/remove skills programmatically to a ticket via macros/triggers/automations/api (and use skills as conditions) that is currently lacking. At the moment, skills can only be assigned programmatically at ticket creation (via routing rules), after which they can only be updated manually, limiting their practical usability.

This would also be helpful for those with existing tickets who would like to start using skills-based routing.

We'd be able to create triggers or automations to assign skills on existing tickets upon any given action (such as customer response, change of state, elapse of time, etc).

Skill assignment by macro would also be helpful in this regard, as intake agents can apply macros that initiate workflows for agents with specific skills in higher tiers.

Adding this feature would allow for a number of various creative applications of skills-based routing to suit many differ needs/cases.