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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? Suite Any plan Support Any plan One of the best ways to increase agent effic...

Edited Mar 19, 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? Suite Any plan Support Any plan Omnichannel routing allows you to direct ...

Edited Mar 19, 2025

9 votes  ·  262 comments

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Turning on and setting up omnichannel routing

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and ru...

Edited Mar 19, 2025

0 votes  ·  4 comments

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Managing your omnichannel routing configuration

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rul...

Edited Mar 19, 2025

3 votes  ·  146 comments

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Understanding how omnichannel routing uses queues to route work to agents

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Professional or Enterpris...

Edited Mar 19, 2025

2 votes  ·  107 comments

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107

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Creating custom omnichannel routing queues

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Professional or Enterpris...

Edited Mar 19, 2025

1 vote  ·  14 comments

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Managing custom omnichannel routing queues

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Professional or Enterpris...

Edited Mar 19, 2025

0 votes  ·  0 comments

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Creating capacity rules to balance agent workloads

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and r...

Edited Mar 19, 2025

0 votes  ·  54 comments

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

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and ru...

Edited Mar 19, 2025

2 votes  ·  13 comments

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About using skills to route tickets

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Enterprise Skills ...

Edited Mar 19, 2025

1 vote  ·  45 comments

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45

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Creating agent skills to use for routing

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Enterprise Quick...

Edited Mar 19, 2025

6 votes  ·  56 comments

6

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56

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Adding and managing skills on tickets

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Enterprise Quick...

Edited Mar 19, 2025

0 votes  ·  18 comments

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Managing skills

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Enterprise Quick...

Edited Mar 19, 2025

0 votes  ·  6 comments

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Viewing a ticket's skills

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Enterprise Quick...

Edited Mar 19, 2025

0 votes  ·  0 comments

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Using standalone skills-based routing

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Enterprise Skills...

Edited Mar 19, 2025

8 votes  ·  11 comments

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Using omnichannel routing while migrating from chat to messaging

What's my plan? Suite Any plan Support Any plan Many Chat customers want to transition to me...

Edited Mar 19, 2025

1 vote  ·  0 comments

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Using department spaces with omnichannel routing

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support Enterprise ...

Edited Mar 19, 2025

0 votes  ·  4 comments

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4

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Omnichannel routing ticket queuing and assignment scenarios

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rul...

Edited Mar 19, 2025

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

10

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Setting up Guided mode

What's my plan? Suite Enterprise or Enterprise Plus Support Enterprise Ensure tickets are add...

Edited Mar 19, 2025

24 votes  ·  35 comments

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