Feature Request - Allow Omnichannel Routing to use existing SLAs

2 Comentarios

  • Ola Timpson

    Agreed! We have put effort into defining the order we want agents to work tickets. We want to switch to omnichannel routing, but losing that order would hurt our SLA so badly.

  • Barry Neary
    Zendesk Product Manager


    In 2024 we are planning to enable you to assign tickets based on how close they are to SLA breach rather than by their system priority. I will update you as soon as this is available. In the meanwhile, for support tickets at least you can have automations that change their priority as SLA breach approaches, which moves them up in the assignment order....


Iniciar sesión para dejar un comentario.

Tecnología de Zendesk