FAQs
Creating capacity rules to balance agent workloads? ›
The messaging activity routing setting is a way to automatically free up agent capacity for messaging conversations (and live chats) by automatically setting conversations to inactive after 10 minutes without a response from the end user.
What is messaging activity routing in Zendesk? ›The messaging activity routing setting is a way to automatically free up agent capacity for messaging conversations (and live chats) by automatically setting conversations to inactive after 10 minutes without a response from the end user.
What is the difference between chat and messaging in Zendesk? ›Live chat offers real-time, session based and synchronous support for customers to receive 1:1 support from an agent on your website. Messaging conversations can occur in real time and across channels when necessary but can be picked back up without losing context or history.
How to set up omnichannel routing in Zendesk? ›- Create a new trigger or edit an existing one.
- Add conditions to define the tickets you want to set the priority for.
- Add an action Ticket > Priority and select the priority value you want to assign.