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  1. Zendesk help
  2. Objects and rules
  3. Objects and rules documentation
  4. Routing
  1. Zendesk help
  2. Objects and rules
  3. Objects and rules documentation
  4. Routing

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
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