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

        • New features released: Data from Picture for Web, Pattern Fill, and Translation in Zoho Sheet!

          Hello Sheet users, In 2024, the Zoho Sheet team focused on research and development to bring new features that add to functionalities like productivity, data management, collaboration, and more. This year, we're all set to roll them out incrementally

        • Kaizen #59 - Creating alerts and custom messages using Client Script

          Hello everyone! We are happy to resume our Zoho CRM Developer Community series - The Kaizen series! Welcome back to the new start of Kaizen! This post is about Client Script and its simple use cases involving ZDK Client functions. What is Client Script?

        • [Webinar] Zoho Writer for content creators and publishing houses

          Managing multiple drafts, edits, and client reviews doesn't have to slow you down. Join our upcoming webinar to see how Zoho Writer helps content creators and publishing houses create, edit, and publish seamlessly—all in one place. You'll learn how to:

        • Universal search

          Hi, it would be useful if the search bar was universal-so if you entered a term, it would bring up results from contacts, candidates, clients etc all at the same time (but broken down under the relevant headings)

        • Attachment reminder?

          My team and I often need to attach files to our messages, e.g. an explanatory screenshot or a shipping label. More often that I want to admit I mention the attachment but forget to actually attach it. Some email clients have a check-for-missing-attachments

        • ZIA in Zoho Cliq

          Is It possible to use the ZIA feature from Zoho Analytics in the Zoho Cliq?

        • Automating CRM backup storage?

          Hi there, We've recently set up automatic backups for our Zoho CRM account. We were hoping that the backup functionality would not require any manual work on our end, but it seems that we are always required to download the backups ourselves, store them,

        • Multiple upload field CRM

          I desperately need the functionality to add more than one upload field to web to contacts form. How can I do this?

        • Critical Need for Global Search in Zoho FSM

          Hello Zoho FSM Team, We are currently in the process of deciding whether to fully transition to Zoho FSM for managing our field service operations. At present, our team actively uses Zoho Desk (with over 50 users) and Service Fusion, which we are considering

        • Collections Management: # 1 Payment Collection is All About Convenience

          "Sir, can you come tomorrow? My manager wasn't available for the cheque sign-off", the customer said, avoiding eye contact. Ravi forced a polite smile, but inside, he felt a sense of defeat. He had already visited the customer's office twice in the last

        • Can the Product Image on the Quote Template be enlarged

          Hello, I am editing the Quote Template and added ${Products.Product Image} to the line item and the image comes up but it is very tiny. Is there anyway that you can resize this to be larger? Any help would be great! Thanks

        • Any insights about API/v2? Having problem for a while.

          I don't know why it is throwing a 404 error, my report name is correct. Has someone had this issue and how you fix it?

        • Audio/video quality issues with Zoho Meeting – Any roadmap for improvement?

          Hi Zoho Team, We’ve been using Zoho Meeting for both internal and external meetings, and unfortunately, the experience has been consistently poor. The video and audio quality are so unreliable that it often renders meetings ineffective—especially with

        • Cash based businesses cannot use the new fixed asset module

          Hello all, If your bookkeeping is reporting in cash, you cannot use the new fixed acid module, as it does all the depreciation bookings accrual and not cash. This is definitive and you can't turn them into a cash booking. They will never appear in your

        • Zoho Learn & Zoho Connect

          Hi, Is there a way to sync the knowledge base we have in Zoho Learn with the manuals section is Zoho Connect? Thanks,

        • Apply Payment Received Amount Zoho Books Invoice

          Hello team here is the sample code How can apply the payment received record over a unpaid zoho books invoice. //......................... paymentID = customer_payment.get("payment_id"); organizationID = organization.get("organization_id"); paymentmaplist

        • Zoho Books Finance Modules Not Accessible in Zoho CRM Mobile App

          We have integrated Zoho CRM with Zoho Books using the Zoho Finance Suite integration. In the CRM web version, we can see the Finance modules (Estimates/Quotes, Invoices, Sales Orders, Items, Payments) and are able to create invoices and quotes directly

        • Making preview pane "stick"

          Hello, Is it possible to fix/dock the preview pane so that it's always there? The modern monitors are all very wide so there's plenty of space horizontally. Having the preview pane disappearing and appearing again when you click on an email message in

        • [Live Webinar] New in Zoho WorkDrive: AI enhancements, Data Loss Prevention, Version Controls, and more

          Hello everyone, We're excited to bring you another round of powerful updates in Zoho WorkDrive! Join us on May 15 for an exclusive live webinar where we’ll unveil the latest features designed to enhance your team’s productivity, collaboration, and data

        • Live webinar: Streamlining legal operations: Leveraging Zoho WorkDrive for law firm success

          Hello everyone, Managing legal documents across departments and jurisdictions can be complex, but it doesn’t have to be. Join us on March 6 for an exclusive webinar where we’ll show you how Zoho WorkDrive empowers legal teams to stay compliant, organized,

        • Live Webinar: Optimizing back-office operations in the manufacturing industry to maximize profitability

          Hello everyone, We’re excited to invite you to our upcoming live webinar on February 6! Discover how Zoho WorkDrive can help manufacturing businesses optimize back-office operations, improve efficiency, and boost profitability. Our product experts will

        • Live webinar: 2024 recap of Zoho WorkDrive

          Hello everyone, We’re excited to invite you to our year-end live webinar! This session will take you through the transformative features and updates we’ve introduced in Zoho WorkDrive this year, helping you streamline document management like never before.

        • Live webinar: Explore WorkDrive's seamless integrations with key Zoho apps

          Hello everyone, We’re excited to invite you to our upcoming live webinar, where we'll delve into the seamless integration of WorkDrive with other key Zoho applications! This is a fantastic opportunity to enhance your productivity and streamline your workflows

        • Live webinar: Getting the most out of WorkDrive in Zoho Workplace

          Hello everyone, We’re excited to invite you to our upcoming live webinar, where we’ll explore how to maximize your use of WorkDrive as part of the Zoho Workplace bundle. This is a fantastic opportunity to elevate your productivity and streamline your

        • Live webinar: Mastering data migration, organization, and team collaboration

          Hello everyone, We’re excited to invite you to our upcoming live webinar! Discover how to seamlessly migrate your data, optimize file organization, and boost team collaboration using Zoho WorkDrive’s powerful features. This is a fantastic opportunity

        • BARCODE PICKLIST

          Hello! Does anyone know how the Picklist module works? I tried scanning the barcode using the UPC and EAN codes I added to the item, but it doesn’t work. Which barcode format does this module use for scanning?

        • Join our live webinar: Explore the WorkDrive TrueSync application!

          Hello everyone, We are thrilled to invite you to a live webinar focused on mastering the WorkDrive TrueSync application. Discover how to seamlessly sync your content between the cloud and your computer, ensuring smooth and efficient file management. Our

        • Bug tracking

          Hi, does anyone know how to track errors during picking or packing? This way I can keep track and see how to improve and prevent errors in this area.

        • Zoho Creator customer portal limitation | Zoho One

          I'm asking you all for any feedback as to the logic or reasoning behind drastically limiting portal users when Zoho already meters based on number of records. I'm a single-seat, Zoho One Enterprise license holder. If my portal users are going to add records, wouldn't that increase revenue for Zoho as that is how Creator is monetized? Why limit my customer portal to only THREE external users when more users would equate to more records being entered into the database?!? (See help ticket reply below.)

        • Script Editor not an option

          I am trying to apply a script to a sheet and Script Editor is not an option. I don't want to go outside Sheets to do this (like Creator) if it can be done inside Sheets.

        • Envio de mails

          Hola! No puedo enviar mails pero si recibirlos. No se como solucionarlo! Mi dominio es chidobebes.com.ar

        • ERROR CODE :554 - Your access to this mail system has been rejected due to poor reputation of a domain used in message transfer

          In my email configuration: The domain's MX Records are pointed to Zoho The domain's SPF Records have been pointed out successfully DKIM is enabled. DMARC Record is pointed for the domain. The domain name is digioorja.in. Still facing the issue of Error:

        • This Operation has been restricted. Please contact support-as@zohocorp.com for further details

          l tried to verify my domain (casalimpaeperfumada.com.br) and its shows this error: This Operation has been restricted. Please contact support-as@zohocorp.com for further details.

        • SLOW EMAILS

          Is there an issue with the Zoho server? For two days now I've been having issues with very long buffering. Please advise. Thank you.

        • POP3 authentication error - SOLVED

          Just in case others are as forgetful as me ... As Zoho has changed the POP server for personal and free organisational users, I needed to change the POP server on my email client. This failed persistently but eventually I remembered that I had chosen

        • Solution to Import PST File into Office 365.

          MailsDaddy OST to Office 365 Migration Tool is an outstanding solution to recover OST files and migrate them into Office 365 without any hassle. Using this software users can multiple OST files into Office 365 with complete data security. It offers users

        • Add Zoho One Groups/Departments to Shared Mailbox Access

          Hi, I hope you're doing well. Currently, in Zoho Mail, I can manually add specific users or the entire organization to a shared mailbox. However, there is no option to add Zoho One groups or departments. Feature Request: We would like the ability to assign

        • Allow Filters with Only Special Characters in Zoho Mail

          Hi Zoho Mail Team, I hope you're doing well. We have noticed that currently, Zoho Mail does not allow creating filter criteria using only special characters, such as = or #. However, there are scenarios where such a filter is necessary. For example: Filtering

        • How to save email as PDF?

          I saw 2 previous threads about this. One is from 14 years ago. The other was closed as "answered" a year ago but the feature was never implemented: https://help.zoho.com/portal/en/community/topic/how-to-download-save-emails-as-pdf Is the "save as PDF"

        • Flexible plans

          Hi, I have a Workplace Standard subscription. On Zoho's website, it mentions that with the annual plan it's possible to have multiple plans under the same organization—for example, Workplace Standard and Mail Lite. However, I can’t find a way to do this

        • Next Page