James

Hey Gonzalo Hernandez! In short no, Zendesk offered no viable solution here and we're stuck with our customers being served by agents that aren't in the same department. Our "workaround" is that our agents are manually assigning tickets to a different department!!

Thanks for the reply Mick. We can't just release a new app update with SDK changes unfortunately since this needs an app-lead time (including development, testing and submission to the app store) - can take several weeks.

Are there no settings that we can apply either within Support or Chat that enable us to route customers to departments based on some values? 

We have tried:

• Page title includes "SDK"
• Browser includes "webkit"
• User Agent includes "webkit"

Also, can you comment on why disabling the answer bot doesn't actually disable the answer bot? 

Hello!

As a background, we have Zendesk Chat integrated into our native app products via the Mobile SDK Channel. We also have different customer service departments to serve these chats from around the world and have tried to set some automatic triggers that separate customers by their location. For example, our customers from Kenya should be served by dedicated agents in Kenya. However, these Kenyan agents should not have access to chats from other locations. 

This does not work at all for the native app customers and instead the in-built answer bot is deciding where customers go based on the answer to "which department would best answer your question?"

The problem is that if customers press "skip" from the options, they get diverted into the "No Department" group in Zendesk Chat. These chats are then auto assigned to agents from the wrong global location.

(In this exact example, customers from the UK are being routed to our team in Kenya just because the customer pressed skip) 

We have also tried disabling the answer bot altogether from the SDK settings but this has had absolutely no effect.

Any help here would be greatly appreciated :)