Zendesk Support Routing App
Automatically assign tickets with round robin and skills-based routing for Zendesk.
14-day free trial
$9 per agent per month
No credit card required with coupon code TRIALWOCC.
Right tickets, right agents
Distribute tickets with round robin or skills-based routing. Prioritize queues. Sort by SLA or the appropriate field so that agents are always working on the right tickets.
Route based on agent schedules
Apply Zendesk Schedules to route tickets based on agent working hours. With this approach, agents don’t have to manage their own availability daily. Tickets are intelligently routed to them during their hours. Supervisors can set an agent to “Away” if they are on leave.
Agent capacity
Set ticket limits to avoid overwhelming your team. Apply daily limits to complex issues so that agents can receive a better mix of tickets. You can also set personal limits for specific agents.
Real-time routing for WhatsApp
Route WhatsApp and social messaging tickets to an available agent immediately with the Real-time Routing Webhook.
Agent availability
Manage your team without having to leave Zendesk. Built-in agent availability reports are more useful than ever for remote teams. See how much time each agent spent in each status and when they started and finished each day. Export data via API for advanced reporting in third-party reporting tools like Looker, Tableau, or Power BI.
Playlist button
A pull assignment strategy that’s an alternative to Zendesk’s Guided mode. Agents are empowered to pull the right tickets with the click of a button. No agent collision. No skipping. Report on usage natively in Zendesk Explore.
And more…
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Sound notifications
Agents can choose from a dozen sounds for ticket assignment notifications. Even when Zendesk is in the background, they’ll still get a sound alert when they receive a ticket.
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Advanced workflows
More than just a round robin app. Explore advanced workflows like Same Agent, Dedicated Support, Group Distribution, and Out of Office.
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Roles and permissions
Fine-tune the experience for your team by customizing roles and permissions in the Routing app.
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Agent Status API
Use the Agent Status API to integrate with workforce management and other systems. Incremental export is also available for data ingestion.
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Automatic idle
Automatically set agents to “away” after a period of inactivity so they stop receiving tickets if they’re busy.
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Group distribution ratio
Distribute tickets among different BPOs or teams with a specific ratio.
“Absolutely amazing, it helps control our ticket volumes as well as distribute tickets equally to all our agents.”
— Juan Espinosa, ID.me
“LOVE Playlist! Empowering agents to request more tickets rather than assigning them manually is a gamechanger. Different agents can request tickets from different views based on different rules…”
— Paul Beirne, Head of CX at Proper Cloth