We would like the ability in Zendesk to change the channel of a ticket—for example, from 'Talk' to 'Email'. This would primarily benefit agents and admins, as it would improve ticket routing and automation after a call follow-up.
It solves the issue of follow-up emails on Talk tickets not being routed properly via omnichannel routing, leading to delays and manual work.
This is a regular issue. Just recently, an agent followed up on a phone conversation via email, but because the ticket was still classified as a phone call, our normal routing triggers didn’t fire. The ticket sat unassigned until someone manually picked it up and delegated. This happens often and slows down our response time, especially when customers reply outside of business hours or when the original agent is unavailable.
This results in a workaround to manually reassign or monitor these tickets, but it's inefficient and easy to miss during busy periods.
Ideally, Zendesk should allow us to change the ticket channel manually or automatically when a reply is sent via a different method—e.g. updating a Talk ticket to Email after an email reply is sent. This would allow routing rules and triggers to apply correctly.
