Allow Me To Set Up Skills Based on Ticket Tags
Feature Request Summary:
Skills should allow for the tags on the ticket, to inform if a Skill matches.
Description/Use Cases:
We work in many languages. Some of our tools feed in things like reviews from other sites, so one email account, could be sending us tickets in a variety of languages. We want those accounts to stay with "English" as the language on the profile, because 90% of what is sent is in English, and have that team use macros to apply tags that route the other 10%, to the correct Language group. If the language is changed on the profile, it updates on all open tickets, and it's a comedy of errors with all the tickets being worked in English suddenly all in the French team queue, otherwise. With Skills Based Routing set up for Languages, we can't do that tag trick to label the language "per ticket" instead of "per requester".
Business impact of limitation or missing feature:
We can't use Skills Based Routing as a result.
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Hi CJ Johnson
Skills-based routing, for our purposes, is just too static.
Zendesk assumes that all the skills required can be derived from the ticket as it enters Zendesk Support as a New ticket. Once it is Open, you cannot route it based on skills.
This falls way short of real life in many ways: Our customers do have a problem, but can they describe it in minute detail so a machine (whether artifically intelligent or not) can derive what the real problem is?
In most cases, the answer is no. And that's where skills based routing à la Zendesk lacks.
We did build our own scheme for this, and it works pretty well.
However, it has nothing to do with Zendesk's simplistic offering, and uses tags, form fields, triggers and the API.
Yours truly
Peter
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+1 to this. I have to create checkboxes on our forms to make tickets route based on tags, instead of simply assigning tags to Skills directly. It over-complicates our forms and adds a needless headache to the setup process for Omnichannel.
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