Routing
- Planning your ticket routing and automated workflows
- Routing and automation options for incoming tickets
- Omnichannel routing resources
- About omnichannel routing
- Turning on and setting up omnichannel routing
- Managing your omnichannel routing configuration
- Understanding how omnichannel routing uses queues to route work to agents
- Creating custom omnichannel routing queues
- Editing and managing custom omnichannel routing queues
- Creating capacity rules to balance agent workloads
- Using round robin routing for email, messaging conversations, and call tickets
- About using skills to route tickets
- Creating agent skills to use for routing
- Adding and managing skills on tickets
- Managing skills
- Viewing a ticket's skills
- Using standalone skills-based routing
- Using omnichannel routing while migrating from chat to messaging
- Using department spaces with omnichannel routing
- Omnichannel routing ticket queuing and assignment scenarios
- Routing options for queue management in Zendesk Support
- Setting up Guided mode