Omnichannel Routing
These articles cover Zendesk's Omnichannel Routing: assignment, skills, queues, agent availability and capacity
Zendesk’s classic email-based ticket lifecycle has evolved into a far more dynamic model shaped by messaging behaviour, conversation states, and AI Agents. This article explains how modern conversations starts and ends, and move between AI and human agents across the full ticket lifecycle.
Zendesk Messaging now includes native wait time and queue position indicators, plus automated customer reminders for pending replies. These enhancements simplify setup, improve responsiveness, and help manage asynchronous conversations more effectively across all messaging channels.
With the additional of Session State conditions in Zendesk triggers you can now react to customers leaving conversations, or let other agents know a colleague has ended a chat.
Omnichannel Routing was released over a year ago to shift assignment from Groups to Agent based assignment. Since its original release this feature has seen tons of updates and allows for a lot more customizability. This article shows you what's new and explains how to use these new options.
This article will show you how you can send out automated reminders over Messaging to your customers when your agents are awaiting a response.
What happens if we trust queues for assignment and remove any assignment triggers from a Zendesk instance?
This article will give you an overview of Zendesk's Omnichannel Routing, Agent Availability and the brand new Queues features.
This article will show you how to handle agent availability in the Zendesk Messaging Widget.
Use triggers and webhooks in Zendesk to automatically reassign tickets back to the original assignee.
Not every ticket can be solved with a single reply. Agents often need more information from customers in order to get the full context and reply with an answer. Or, even if all info is there, they need confirmation that their suggestions worked before the ticket can be solved.
