Limit Department Routing by Multiple Factors


3 Comentarios

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Zac,

    Thanks for the feedback and agree it is a current limitation of our routing functionality.

    The routing functionality is still a newish feature (less than a year) and the team are committed to making incremental improvements throughout the year (some are coming very soon).

    What you are ultimately asking for is skill based routing (in your case, language). The team are looking into more advanced routing functionality in late Q4/early Q1 2017. Once we have something to share, somebody from the team will let you know.



  • Lulwa Jundi

    I am facing a similar issue. We work with 3 entities for which we use Multi Brand, but in order to support the multiple languages we offer, we have had to create multiple variations of departments under each entity in order for chats to be routed to the correct Department. It would be great if Departments could then have Sub departments under them or if Skill based routing could be introduced.


    Another limitation we have encountered is not being able to route chats to an online department if a specific department is offline. Is there any plans to make this feature available soon?

  • Rajat Garg
    Zendesk Product Manager

    Hi Lulwa,

    Thanks for posting into our community. We are looking to make routing improvements during 2017. Nothing concrete yet and I can't promise you anything right now but we will update you as soon as we have more solidified plans.




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