최근 검색

최근 검색 없음

옴니채널 라우팅에 대한 정보

image avatar

Jacquelyn Brewer

Zendesk Documentation Team

2025년 3월 19일에 편집됨

5

0

댓글 267개

날짜
    최신순
      image avatar

      Barry Neary

      Hi 1265426639690 

      When it comes to support tickets (inc email and webform), you choose to only have some of them routed by using the auto routing tag

      For messages, all of them will be assigned via omnichannel routing if you switch it on. 

      0

      image avatar

      Elżbieta Petryka

      Hi Can we use omnichanell routing only for specific group of tickets (one product or one brand) or do we have to turn it on for the whole Zendesk instance at once?

      0

      image avatar

      Barry Neary

      HI 1265343108529 

      The only way currently to do this is to leveage the Zendesk Agent Status API to make changes to an agent status and write some type of script to call these APIs. We are currently developing a bulk edit status capabilty that you can change several agents status with one call. (cc: 1263082181109 )

      0

      image avatar

      Nico V

      Hi,

      not sure if this is the appropriate area but cannot find reference.

      The agent status can be online, away, offline (for chats and for calls).
      Is there a way to change the status from “online” to “offline”, etc. time-based? i.e. officer A is online from 09:00 to 13:00, the system automatically turns him “online” at 09:00 and o"offline" at 13:00?

      Most likely someone has already replied and the answer yes, just, I cannot find how to do it.

      Thank you!
      Nico

      0

      image avatar

      Lara McCaleb

      Hoping for some help. We have just implemented omni-channel routing of email/web/api tickets. I have some support agents who work other specialized tickets that are created via API and are assigned with a separate group. We have an automation that reopens those tickets based on the due date for followup, and those tickets are then counting toward their overall capacity to take email/web tickets. 

       

      Separately, we have an agent that manages feature requests and will have a backlog of tickets in the feature request group that are open, waiting to work, but are low priority. Those now count toward this agent's capacity when they are low priority. 

       

      It seems that need a way to customize capacity based on ticket group or omit tickets from certain groups from applying to capacity. Anyone have ideas? 

      1

      image avatar

      Zach Gilbert

      Thanks, 1263082080589 - We've turned off auto reassignment of chat until that feature is implemented.

      0

      image avatar

      Barry Neary

      Hi 1263213544769 

       

      This is on the roadmap for early 2025

      0

      image avatar

      James Molina

      Many clients need the ability to change a messaging ticket from a messaging channel to an email channel since inactive messages are treated like emails after an initial messaging conversation.  This fixes many of the OCR issues related to routing inactive messages.  Currently, if you count inactive messages, they are prioritized over live messages.  If you don't don't count inactive messages, no channel capacity is accounted for then the first agent can get dumped all the messages.  Separate queues then prevents emails from taking priority over inactive messages.

      0

      image avatar

      Barry Neary

      Hi 4532417749018 

      Once a messaging session has been ended by an agent, the message is no longer routable - i.e. if you remove the assignee it wont be automatically be assigned to another agent in the group

      We do have plans to allow these messaging tickets to be transformed into email tickets and they would be routable

      Barry

      0

      image avatar

      Zach Gilbert

      1263082080589 this is the same comment that was left in the other group that you replied to this morning where the agent ends the messaging conversation, then emails the customer on the same ticket, the agent goes offline, and then the customer emails back on that ticket. SInce we have the setting to re-assign chats when an agent is offline, the agent is stripped from the ticket, but the ticket is not being offered to any other agents like a messaging ticket would. It sits in the cue as an unassigned messaging conversation.

      0

      로그인하세요.

      계정 세부 정보

      세부 정보를 보려면 로그인하세요.

      로그인하여 계정 세부 정보를 한 눈에 확인하세요.

      로그인

      추가 콘텐츠

      자세히 알⁠아⁠보⁠기
      Omnichannel routing
      Setting up ticket routing
      Getting started with omnichannel routing