Introducing Skill-Based Ticket Assignment

Introducing Skill-Based Ticket Assignment

The goal of every support team is to provide great support, and to do so as fast as they can. To make this possible, it is important that agents spend their time judiciously, especially when they're dealing with a large number of tickets of varying urgency and needs. Every minute a ticket is left unassigned is a minute that an agent can't work on a ticket to find a solution. 

Keeping this in mind, we've introduced a feature to ensure that your tickets find the right agent for the job immediately. Skill-Based Assignment adds an extra layer of detail and specificity to Round Robin Assignment. It works by detecting the skills needed to resolve a ticket, matching them to agents with the same skills, and assigning the ticket to the available agent with the lightest ticket load.

Managers can assign skills to agents based on their specialties, like expertise in specific topic or competency in a certain language. Once you have assigned skills to your agents, you can manually or automatically add skills to your tickets, based on your preferences. If you choose to auto-assign, skills will be added to your tickets based on a set of pre-defined criteria. 



In cases where the circumstances of a ticket have changed and the ticket requires a different set of skills, you can use the Recalculate Skills option to remove the existing skills associated with the ticket and update it with a set of more relevant skills. Once the skills have been recalculated or manually edited, the ticket can now be reassigned to another agent by using the Reassign Ticket by Skills option. This reassigns the ticket automatically to the best agent available using the updated set of skills.


 
For example, if you run an ecommerce enterprise, and receive a ticket in German from a customer who is unable to access your website, you would want the ticket to be routed to an agent who handles website-related issues and is fluent in German. Skill-Based Assignment detects the language used and skills needed, and searches for agents with the same skillset. You can also choose to order the skills assigned to a ticket based on priority.


 
In this manner, Skill-Based Assignment can help you ensure that your customers get the help they need swiftly, from the best person for the job. It reduces wait times, accelerates resolution times, and creates a better overall experience for your customers and agents alike. Enough said—are you ready to try it? 

If you'd like to know more about this feature, you can read about it here. Please note that it is only available for users with subscriptions to Zoho One, Zoho CRM Plus, or Zoho Desk's Enterprise Plan. If you have any questions, suggestions, or clarifications, drop us a comment below or send us an email at support@zohodesk.com. We would love to know what you think!
 
Cheers,
Team Zoho Desk 

    • Sticky Posts

    • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

      Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

    • WhatsApp pricing changes: Pay per message starting July 1, 2025

      Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

    • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

      Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

    • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

      Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

    • Zoho Desk Cheat Sheet For The Year-End

      Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

      • Recent Topics

      • Reinstalling Workdrive Truesync client

        Hi, I attempted to update to the beta version of TrueSync, but it was unstable and kept crashing, so I need to revert to the stable version. How do I properly reinstall TrueSync on a Windows PC? I couldn't install the 3.15.x version directly over the

      • Evaluating Creator; yesterday fine; today connection times out

        Yesterday I spent hours creating a new app, and it worked fine. Today I cannot access creator.zoho.com. Is this common? I'm in the evaluation mode, but I'm thinking I'm going to keep looking. It worked from my home computer, and now I'm checking it from my work computer. My work computer always works just fine, so I shouldn't htink there would be special settings or anything. If there are, how to find out what they could be? Using Chrome on Windows XP The error I get is: The webpage at https://creator.zoho.com

      • Pivot Chart seems to show "old" data - how do I make it update?

        I wonder how to make a Pivot Chart "update" its data contents. Here is the background: I need to report a subset of data that is so complicated that it is easier to make a calculation and put the result in a "reporting form", and then display the data from that form.  So, I get data from the "original form" GRANTS, make some calculations and put the result in the "reporting form" PERIOD.  Now I can watch the result in a list called LIST, which works fine. The list LIST shows that form PERIOD contains

      • Upcoming Changes to LinkedIn Parsing in Resume Extractor

        Starting 31 July 2025, the Zoho Recruit Resume Extractor will no longer support direct parsing of candidate data from LinkedIn profiles. Why Is This Change Needed? In accordance with LinkedIn’s platform policies, extracting profile data through browser

      • how to create view in leads module to that will show all leads + converted leads?

        is it possible to make custom view that combine all leads + converted leads? how to do that

      • Avalara Sales Tax integration - AVATAX

        Just wondering if anyone else is having troubles with this integration?  Seems as though Avalara changed their billing process, unbeknownst to Zoho, and now ALL transactions are counted by Avalara, not just transactions in a taxable jurisdiction.  This caused a huge price adjustment billed to us by Avalara within a month of us signing up.  And Avalara is not cheap to begin with! Avalara has been great in waiving that increase, but there seems to be no fix.  Zoho is aware of the problem, but slow

      • Invalid value passed for description

        Dear Sir, When I am entering the purchase bill , the following message showing "Invalid value passed for description" what should I do ? I am attaching screenshot. With Regards, Harish harish@cracku.in 7978841636

      • Zoho Creator - 2024 Release Projection 1

        Hello everyone! As we enter 2024, we'd like to extend our warmest wishes for success and prosperity. Your fantastic response to our Product Roadmap page last year has been incredibly motivating. Continuing on this path, we're excited to share a glimpse

      • Automation Assistance for Zoho Form Integration and Workflow

        Hi, We are currently using a Zoho Form to send out our Global Credit Application and would like to automate the process further. Specifically, we’d like the ABN number submitted through the form to automatically populate the GST/VAT Number field in Zoho

      • COQL does not return queryable value if the result set is empty

        See linked video for running code illustration of the problem: https://workdrive.zohoexternal.com/external/d49bb40033b43b288d56fdf843095b7c65b28391d3ec5d09c854f416d853003d Moderation update: We are appending the comment that was removed, to add context

      • Zoho CRMでの商談の管理のしかたについて初歩的な質問です。

        先月からZoho CRMを試験的に導入して運用しています。 商談の管理（運用？）の仕方について教えてください。 商談の数が増えてくると、ダッシュボードの「ステージ別進捗状況」にどんどん過去の商談が蓄積されてくると思うのですが、 現在動きのあるものを中心に確認したくなる気がします。 そのあたりについては、どのように運用が一般的なのでしょうか？ アドバイスいただけるととてもありがたいです。 よろしくお願いします。

      • Composite Items & Purchase Orders

        The Composite Item is great way to bundle different products and services into a single line and sell it as a single line item in Estimates, Sales Orders and Invoices. However, on the other side - i,e,. Purchasing - this item creates quite a bit of a

      • using custom function is it possible to update the created by field in Zoho Crm custom module

        using custom function is it possible to update the created by field in Zoho Crm custom module

      • Slow Sloww Slowwww Responses

        Good day, Has anyone been experiencing slow responses from support? Since Thursday I migrated my Whats app to Sales Iq and I had to synch with Social to get the otp they were sending. Apparently What's app can't be automatically added so I reached out

      • You have exceeded the maximum number of attempts for this action. Please retry doing the same in 30 minutes.

        When one of Zoho Books user tries to select a vendor, recording a new bill, these message appears: You have exceeded the maximum number of attempts for this action. Please retry doing the same in 30 minutes. Other user, at the same time, but different

      • Enable Conversation Context Retention for SalesIQ Answer Bots

        Hello Zoho SalesIQ Team, We hope you are doing well. We have noticed that SalesIQ bots currently fail to maintain conversation context in Hebrew. For example, when we follow up on a previous answer or ask for clarification in Hebrew, the bot either provides

      • Automatic Hebrew Small Talk Setup Without Duplicate Term Errors & Manual Configuration

        Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement to the Small Talk feature in Zoho SalesIQ, specifically for Hebrew language support. Current Challenge: When setting up Small Talk for Hebrew, we encounter multiple issues: Simple

      • Trouble fetching custom fields from Zoho Booking

        I'm following the instructions from here : https://help.zoho.com/portal/en/kb/flow/user-guide/app-specific-documentation/articles/zoho-bookings#1_Problem_with_accessing_custom_fields But I can't get this to work. Here is the result of a test booking :

      • Should I Add Leads in Bigin?

        ok, first off I'm new here. I just started using Bigin. I'm debating if it's appropriate to enter leads. by leads I mean a list of contacts that I have not yet reached out to...it's a cold calling list.  if I enter them I can track them (I understand

      • Zoho Books - Perform a validation check before an invoice is marked as sent or sent

        Allow the validation rules to apply to button actions. For example: an invoice could not be sent or marked as sent if it has an empty value in a custom field. (The field could remain blank while it is being worked on.)

      • Flow error "given url is wrong"

        when I setup a flow to update a task status, I get an error when it runs that says "given url is wrong."

      • Bigin Android app update: Email filters enhancement, change owner for related records.

        Hello, everyone! In the most recent Bigin Android app update, we have introduced additional email filters and an option to change the owner of related records. Email filters: We have now brought in support for 'All Emails' and 'Added from Widgets' filter

      • How can I get all conversations and comments of a Zoho Desk ticket using ZOHODESK

        Hi everyone, Currently, I am developing a Zoho Desk extension, and I am following the guide available at https://www.zoho.com/desk/extensions/guide/#ticket-object. While working with Zoho Desk, I have noticed that I can only retrieve the general information

      • AI & Zoho Recruit

        Hello, I guess we all are using AI in our personal and professional lives. Now, let's imagine. Recruitment is just a succession of stages and steps. For which step would you like to see AI implemented into Zoho Recruit ? I'll start : - Automatic translation

      • widget url 404'ing

        I'm creating a widget for the first time. When I grab the url from the base url section of the widget builder and append /widget.html it 404's Just wrote a very basic test. I have a folder structure app.zip - widget.html --js/app.js /widget.html <!DOCTYPE

      • Unable to Edit Pick-List Items in Custom Project Field(s)

        I can edit most fields normally, but if I try to edit - in any way - a Pick List field, I just get this error: To be perfectly clear, I'm trying to edit an existing Pick List field (adding or removing items), not adding a new instance. If I rename it,

      • How to display results from zoho.crm.searchRecords in message window

        Hello, I've created a custom function which is linked to a custom button which pulls a date from our contacts module and searches a date field in our quotes module and returns all records matching the date. My issue is, how to I get this to display the

      • Domain Transfer

        Hello there! I wanted to know if I can transfer my domain from Zoho to other hosting providers or use a different hosting provider instead of zoho's services.

      • Select CRM Custom Module in Zoho Creator

        I have a custom module added in Zoho CRM that I would like to link in Zoho creator.  When I add the Zoho CRM field it does not show the new module.  Is this possible?  Do i need to change something in CRM to make it accesible in Creator?

      • New User - Opening Stock Aging Report

        I am setting up new client and am entering Opening Stock - created items and entered quantity/price details. Now the aging report is showing all the opening stock as new. How do I enter the Purchase Dates of these items so that I get accurate Inventory

      • Bulk Receive Multiple Purchase Orders

        Is there a feature or function that will allow you to bulk receive issued purchase orders? I have about 100 that need to be received from 5 years ago.

      • Manual Invoice

        How to create a Manual invoice, I need to enter Amount directly instead of (qty*Rate). our company is a service sector

      • Merging contacts and or accounts

        Hello, In a prior CRM we were able to merge contacts and or accounts.  We have turned on the function to stop multiple contacts with the same email, so we can prevent multiple contacts from happening, however, we now have multiple contacts that have the

      • Capture Reason for absence next to Campaign Member Status. Is there a reasonable workaround?

        I've reviewed the topics I could find to do with this but still couldn't find anything that satisfies our requirements: We would like to track a *reason* (picklist or text, doesn't matter which) why a Campaign Member (Lead or Contact associated with a

      • Zoho Learning Management System - Certificate Upload by Employees

        We are planning to enroll employees in courses which are hosted by coursera or similar sites. I want to share the links of those courses and also want employees to upload their completion certificate once they are done. Is this function possible in

      • Button or Links order

        Is there a way to re-order the buttons or links that are created?

      • 'Pin' notes, so that specific ones are always visible at the top of the 'notes' tab.

        It doesn't appear Bigin has the functionality to 'pin' a note to then have it always show at the top of the notes tab section of a record. Often times we have a large number of records, but key information we may want to have easily visible to all at

      • Request for Subform Support in Zoho CRM Webforms

        Hi Team, I hope you're doing well. I would like to bring to your attention that currently, Zoho CRM Webforms do not support Subforms, which limits our ability to send forms that mirror the actual structure used within Zoho CRM. This feature is extremely

      • Maxima Address on FSM Customer

        Im trying to add probably 50 customers from one company but couldn't make it since it has limit..how do i add the limit?

      • How to Track Inventory Usage from Zoho FSM to Zoho Inventory?

        Hi everyone, We’re currently working on integrating Zoho FSM with Zoho Inventory, and we’ve encountered a challenge we’re hoping the community can help us understand better. Here’s the context: When we create a Work Order in Zoho FSM that involves parts

      • Next Page