Routing
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Planning your ticket routing and automated workflows
Zendesk provides admins with a lot of flexibility for routing tickets to agents and automating aspects... -
Routing and automation options for incoming tickets
What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe... -
Omnichannel routing resources
Omnichannel routing with unified agent status allows tickets to be directed to team members based on their availabili... -
About omnichannel routing
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Turning on and setting up omnichannel routing
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Managing your omnichannel routing configuration
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Understanding how omnichannel routing uses queues to route work to agents
What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Professional or En... -
Creating custom omnichannel routing queues
What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Professional or Enter... -
Editing and managing custom omnichannel routing queues
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Creating capacity rules to balance agent workloads
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Using round robin routing for email, messaging conversations, and call tickets
What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...