Routing

• Routing options for incoming tickets
• Omnichannel routing resources
• About omnichannel routing with unified agent status
• Turning on omnichannel routing
• Managing your omnichannel routing configuration
• Planning your routing workflow
• Creating capacity rules to balance agent workloads
• About using skills to route tickets
• Creating agent skills to use for routing
• Adding and managing skills on tickets
• Managing skills
• Viewing a ticket's skills
• Using standalone skills-based routing
• Setting up Guided mode
• Routing options for queue management in Zendesk Support

• Routing options for incoming tickets
• Omnichannel routing resources
• About omnichannel routing with unified agent status
• Turning on omnichannel routing
• Managing your omnichannel routing configuration
• Planning your routing workflow
• Creating capacity rules to balance agent workloads
• About using skills to route tickets
• Creating agent skills to use for routing
• Adding and managing skills on tickets
• Managing skills
• Viewing a ticket's skills
• Using standalone skills-based routing
• Setting up Guided mode
• Routing options for queue management in Zendesk Support