Route tickets by skill

Available on: Pro, Enterprise. This feature is in beta: it is still being built and may change.

Skills-based routing makes sure a ticket reaches someone who can handle it, for example a French speaker or a payments specialist.

Set up skills

1. Open Admin Center, Business rules, Skills.
2. On the left, add a skill type, for example Language or Product, then its skills: French, Portuguese, Zulu; Payments, Mobile app.
3. Under Who has which skill, tick the skills each agent has.

Only admins can change skill types, skills and who has them. Deleting a skill type removes its skills from agents and tickets.

How tickets get their skills

• A trigger or automation sets them with the action Set skills (replaces the ticket's skills) or Add skills, optionally with a timeout.
• On the ticket, the Skills card shows what the ticket needs; any agent who can edit the ticket can change it with Edit skills.

The card also warns when nobody in the group has every skill the ticket needs.

What changes for routing

While a ticket needs skills:

• automatic assignment only picks agents who have every skill the ticket needs;
• play mode only hands the ticket to agents with those skills;
• views can use the condition Ticket skills match my skills to show each agent the tickets that match their skills.

The timeout

Set a timeout, from 1 minute to 30 days, so a ticket never waits too long for a specialist. When it runs out, the skills stop restricting routing: anyone in the group may take the ticket, and automatic assignment runs again. Leave the timeout empty to keep requiring the skills.

Related

• Assignment, capacity and round robin
• Play mode