What To Know
- Zendesk Forwarding is a powerful feature within the Zendesk customer support platform that allows businesses to automatically route incoming support tickets to multiple channels and destinations.
- Forward tickets based on a single criterion, such as ticket source or ticket priority.
- Simple forwarding rules are based on a single criterion, while advanced forwarding rules allow you to define complex routing logic using multiple criteria and logical operators.
Zendesk Forwarding is a powerful feature within the Zendesk customer support platform that allows businesses to automatically route incoming support tickets to multiple channels and destinations. It enables organizations to streamline their support workflows, improve ticket visibility, and enhance collaboration among support teams.
Key Benefits of Zendesk Forwarding
- Automated Ticket Routing: Automatically route tickets to specific agents, teams, or external email addresses based on pre-defined rules.
- Improved Ticket Visibility: Ensure that tickets are visible to relevant team members, regardless of their location or availability.
- Enhanced Collaboration: Facilitate seamless collaboration between support teams by sharing tickets and updates in real-time.
- Reduced Response Times: Quickly route tickets to the most qualified agents, minimizing response times and improving customer satisfaction.
- Increased Productivity: Automate ticket forwarding tasks, freeing up support agents to focus on resolving customer issues.
How Zendesk Forwarding Works
Zendesk Forwarding is configured using forwarding rules. These rules define the criteria that determine where incoming tickets are routed. The criteria can include:
- Ticket Source: Route tickets based on the channel they were received from (e.g., email, phone, chat).
- Ticket Content: Route tickets based on specific keywords or phrases in the ticket description.
- Ticket Tags: Route tickets based on tags assigned to them.
- Ticket Priority: Route tickets based on their priority level.
- Ticket Assignee: Route tickets to specific agents or teams based on their skills or availability.
Types of Zendesk Forwarding Rules
Zendesk Forwarding offers two types of forwarding rules:
- Simple Rules: Forward tickets based on a single criterion, such as ticket source or ticket priority.
- Advanced Rules: Forward tickets based on multiple criteria and use logical operators (e.g., AND, OR) to define complex routing logic.
Configuring Zendesk Forwarding Rules
To configure Zendesk Forwarding rules:
1. Navigate to the “Admin” section of your Zendesk account.
2. Click on “Business Rules” and then select “Forwarding Rules.”
3. Click on “New Rule” and select the rule type (simple or advanced).
4. Define the forwarding criteria and select the destination where tickets should be routed.
5. Click on “Create” to save the rule.
Best Practices for Using Zendesk Forwarding
- Use clear and concise criteria: Define forwarding rules that are easy to understand and follow.
- Test forwarding rules thoroughly: Ensure that forwarding rules are working as intended before activating them.
- Monitor forwarding rules regularly: Review forwarding rules periodically to ensure they are still relevant and effective.
- Use forwarding rules to improve collaboration: Facilitate collaboration by routing tickets to multiple agents or teams.
- Automate complex routing scenarios: Use advanced forwarding rules to automate complex ticket routing based on multiple criteria.
Wrap-Up: Elevate Your Support Workflow with Zendesk Forwarding
Zendesk Forwarding is a valuable tool for businesses looking to streamline their support workflows, improve ticket visibility, and enhance collaboration. By automating ticket routing, organizations can reduce response times, increase productivity, and provide a seamless support experience for their customers.
Questions We Hear a Lot
Q: What is the difference between simple and advanced forwarding rules?
A: Simple forwarding rules are based on a single criterion, while advanced forwarding rules allow you to define complex routing logic using multiple criteria and logical operators.
Q: Can I forward tickets to external email addresses?
A: Yes, you can forward tickets to any external email address using Zendesk Forwarding.
Q: How can I monitor the performance of my forwarding rules?
A: Zendesk provides reporting tools that allow you to track the performance of your forwarding rules, including the number of tickets routed and the average response time.
