Melissa

How to apply triggers based on agent status. For example, agents offline assign the ticket to a group and place it on hold. If agents are online, assign tickets to the agent. We currently use omnichannel routing. We tried to set this up using triggers and a third-party app but were unsuccessful. Any help or advice on this would be greatly appreciated. 

Shawna James Any update on this I need to make changes to the flow builder and everything after the business hours condition now needs to be manually uploaded for every single step. This is so time-consuming. Along with the color of the selected step in business hours condition.

Such a basic thing but causes so much difficulty https://support.zendesk.com/hc/en-us/community/posts/6148863652762-Change-the-color-of-the-selected-step-in-business-hours-condition

Shawna James Thank you for letting me know. 

Recently my team had to implement an out-of-hours form that we would like to show to users contacting us via messaging outside of our business hours.

In order to add this to our current flow builder we had to make this change to every single business hour condition. Which is very time-consuming and very easy to overlook something. 

I think that when you have to make a change to anything below the business hours conditions it should be possible to apply one change to all business hours conditions.

Allowing us to update one step of the flow builder business conditions and the choice to clone to all business conditions. Saving time and ensuring consistency. I hope this is helpful. Thank you!

When changing a message or carousel in business hours condition in flow builder it would be great if you had the option to apply changes to every single business hours condition at once

Please change the color of the selected step in the answer bot flow business hours condition it is very hard to see and when making a lot of changes it is difficult to track where you are.