Routing and intelligence
Get requests to the right agent based on their availability, workload and expertise so that they're served conversations they can efficiently solve, every time.
Keep things moving
Last updated July 29, 2024
Built-in routing and intelligence ensures that all requests have the smoothest path to resolution. Plus, AI helps surface key insights on your customers — making it easier than ever to solve more conversations, faster.
Get the best person for the job
Route conversations to the right agents, every time. Whether it’s request type, channel, or conversation priority, agents capacity, skills or status, admins can easily create scalable routing solutions — so that every request is navigated effectively.
Keep agents on track
Automate ticket assignment through queue or group based routing so that the most important and time-sensitive ones are addressed first—less time cherry-picking, more time solving requests.
Let the conversation flow
Gather essential customer details right off the bat so your team has everything they need to dive straight into helping.
Populate ticket fields automatically with pre-collected customer information so business rules can be applied instantly and routed into the right workflow.
Guide customers through a pre-built conversation flow with the help of AI to identify intent. If it’s too complicated for a bot, easily escalate it to a human agent.
Squarespace builds a stellar customer journey for millions
“Zendesk has been a phenomenal partner and very responsive to our needs. It’s been a fantastic journey—growing together, scaling, and figuring out how to provide the best customer experience”
Raphael Fontes
Vice President of Customer Operations
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