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Have Skill Changes on Tickets Apply to Talk Calls After Initial Ticket Creation

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Shaun Murray

2024년 7월 10일에 게시됨

Hello all!

 

Currently Talk calls are not affected by skill changes on the ticket after the initial ticket creation. It would be extremely nice to have that fixed. 

 

Our use case - We have separate teams for Tech Support and Billing Support. We would like to have a skill for Tech Support tickets that can be removed if the customer ends up having billing questions, so the call can be changed to the Billing Support group and routed to those agents who do not have the Tech Support skill.

 

Thanks for reading,

Shaun

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댓글 2개

날짜
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    Shawna James

    Community Product Feedback Specialist

    Hey Shaun,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

    0

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    Rohan Gupta

    Zendesk Product Manager

    Hi Shaun,

     

    Thanks for the feedback.

     

    This enhancement is in our backlog, to be considered as part of planning for next year.  

     

    There is a partial workaround in the system where the skills timeout can be used, when enabled skills will drop after a certain timeout and the call can be routed to all available agents in a group.

     

    Thanks

    Rohan

     

    0

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