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Routing


Planning your ticket routing and automated workflows

Zendesk provides admins with a lot of flexibility for routing tickets to agents and automating aspects...

Edited Sep 09, 2024

0 votes  ·  0 comments

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Routing and automation options for incoming tickets

What's my plan? One of the best ways to increase agent efficiency and streamline your support tasks i...

Edited Jan 22, 2025

6 votes  ·  16 comments

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Omnichannel routing resources

Omnichannel routing with unified agent status allows tickets to be directed to team members based on their availabili...

Edited Sep 09, 2024

1 vote  ·  6 comments

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About omnichannel routing

What's my plan? Omnichannel routing allows you to direct new and open tickets from email (including web form, ...

Edited Dec 05, 2024

9 votes  ·  260 comments

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Turning on and setting up omnichannel routing

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Routing configuration O...

Edited Dec 10, 2024

0 votes  ·  4 comments

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Managing your omnichannel routing configuration

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Routing configuration ...

Edited Jan 23, 2025

3 votes  ·  140 comments

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Understanding how omnichannel routing uses queues to route work to agents

What's my plan? Omnichannel routing assigns new and open tickets from email (including web form, side conversatio...

Edited Nov 06, 2024

1 vote  ·  107 comments

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Creating custom omnichannel routing queues

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > ...

Edited Sep 16, 2024

1 vote  ·  14 comments

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Managing custom omnichannel routing queues

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > ...

Edited Aug 28, 2024

0 votes  ·  0 comments

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Creating capacity rules to balance agent workloads

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Capacity rules Capacit...

Edited Sep 09, 2024

0 votes  ·  52 comments

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Using round robin routing for email, messaging conversations, and call tickets

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Routing configuration ...

Edited Sep 13, 2024

2 votes  ·  13 comments

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About using skills to route tickets

What's my plan? Skills can be used as a standalone routing method for Support tickets, or as one of several factors...

Edited Nov 11, 2024

1 vote  ·  45 comments

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Creating agent skills to use for routing

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > Skills With s...

Edited Jun 21, 2024

6 votes  ·  56 comments

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Adding and managing skills on tickets

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > Skills To us...

Edited Feb 11, 2025

0 votes  ·  18 comments

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Managing skills

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > Skills With s...

Edited Jun 21, 2024

0 votes  ·  5 comments

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Viewing a ticket's skills

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Views As soon as you add a skill to a ski...

Edited Jun 21, 2024

0 votes  ·  0 comments

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Using standalone skills-based routing

What's my plan? Skills-based routing enables admins to set up skills, which are attributes associated with ...

Edited Jun 21, 2024

8 votes  ·  11 comments

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Using omnichannel routing while migrating from chat to messaging

What's my plan? Many Chat customers want to transition to messaging and begin using omnichannel routing, but aren'...

Edited Sep 05, 2024

1 vote  ·  0 comments

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Using Department Spaces with omnichannel routing

What's my plan? While both omnichannel routing and Department Spaces (also known as restricting agent ticket ...

Edited Oct 29, 2024

0 votes  ·  3 comments

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Omnichannel routing ticket queuing and assignment scenarios

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Routing configuration Thi...

Edited Jun 21, 2024

0 votes  ·  0 comments

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Routing options for queue management in Zendesk Support

This article describes some routing options for managing your ticket queues. In general, the approach you use to man...

Edited Jan 21, 2025

10 votes  ·  4 comments

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Setting up Guided mode

What's my plan? Ensure tickets are addressed in the appropriate order with Guided mode, a custom role option ...

Edited Jun 21, 2024

24 votes  ·  35 comments

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