Ty Bailey

Will that allow us to change skills thorugh triggers or automation after ticket creation? The biggest concern is assigning skill values after an agent has a chance to triage and assess the need.

My staff set a topic set post ticket creation, that is the item I would like to use skill routing for in order to bring in SME for collaboration. 

The biggest issue is I cannot seem to set skills for personalized queues after ticket creation.

Can they be changed mid ticket? Will routing update?

Sal, I assume you are doing so though use of a monitoring service on ticket update? Duplicating the trigger functionality externally is possible but really too much to ask for something that should work as expected.

What is the latest here? Currently skills appear to be limited to sorting products or languages, not for setting actual skills. I need a means of setting who should get a ticket AFTER basic triage takes place.

As it stands i will have to spend my very limited dev cycles to attempt to make my own system which is a horrid waste.