Hello all,
I would be interested to know if it is possible to route incoming calls from existing users to different agents based on a specific user field?
Use Case
Our bigger merchants have dedicated agents that are responsible for them. The responsible agent is an Organization field saved at the callers organization.
Currently we have a phone pool that answers all calls (1st level if you want to call it that). They route the calls to the main agents if they can't answer the questions themselves.
Our intention:
As soon as a caller is recognized by Zendesk, they should be assigned directly to the main contact who is linked to that specific organization.
Is that possible somehow? Thanks for your feedback.
Sebastian
At this time unfortunately there is not a way to route calls based on ticket or user information. The ticket does not get created until the call is served or sent to Voicemail, so on the front end there would not be a way to define user fields. The workaround for this would be to purchase dedicated number that your customers could use and then have only the agents you want to service those calls as agents with access to those numbers. I will mark this as product feedback for both of these requests/use cases.
Have a great day!