Zendesk Routing Options

Hi there, Zendesk passionate person!

In today’s topic, I’m talking about Zendesk routing options.

• Departments - Ticket Routing

  1. Are new tickets being routed to a team (based on specific criteria) or reviewed (triage) and assigned manually?

     1. The more automatic the better but it might not always be possible (depending on how much information the initial ticket contains).

     2. Routing

     3. Ticket assigned to group

        1. Team takes tickets pro-actively

     4. Triage (review)

     5. Ticket assigned to person

        1. Ticket assigned to group

     6. Hybrid

     7. Tickets routed to group

        1. Ticket re-assigned on review

  2. Channels

     1. Email

        1. Use an email for each process

           1. Order@ for orders

              1. billing@ for billing

              2. bugs@ for bugs

              3. support@ for general inquiries

              4. Create triggers based on:

              5. Language

                 1. Keywords

        2. Forms

        3. This is easy, just assign tickets based on language, options they choose from the different field etc

        4. Chat

        5. Departments

           1. Language

           2. Region

           3. Website URL that the user is on

           4. Etc

        6. API

        7. Talk

        8. Phone number

  3. Skill based routing

     1. Language

     2. Product skills

I made a video about it below:

8 tips to Optimise your Zendesk Ebook - FREE DOWNLOAD!

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