Skills-Based Routing - Option to completely remove all skills via Trigger



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Aaron Doane

Zendesk Luminary

2025년 3월 25일에 게시됨

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

When updating the skills assigned to a ticket via a Trigger, you have the option to add, remove, or set skills. When selecting the Remove or Set options, you are required to define the exact skills you are removing or setting. You do not have the option to set Skills = Null, or Remove All Skills. 

What problem do you see this solving? (1-2 sentences) 

When building out workflows and a a sequence of triggers to assign skills, sometimes it makes sense to remove all skills and send a ticket back down the full list of triggers to reassign skills. For example, if a ticket was completely miscategorized (often by an end user) and the ticket needs to be redefined and moved to a different group, the ticket needs to have all of it's skills unassigned and let the process run again to reassign skills. Otherwise, unnecessary skills remain attached, causing delays in ticket assignment. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

As we adopt Skills-Based routing, this is becoming an increasingly large problem, impacting us daily. If not accounted for, tickets are not assigned in a timely manner, hurting our First Reply Time. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

I'm creating a trigger that is set to Remove skills and listing every available skill. Each time a skill is added to the Skills list, I need to update this trigger as well. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Either an option to Remove All Skills, or an option to Set Skills = Null via triggers. 


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