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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 October 30, 2023

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, admins can easily create scalable routing models — so that every request is navigated effectively.

Keep agents on track

Automate the ticket queue 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.


Harry's scaled their customer service and saved time using Zendesk Support

“I’ve been really happy with how receptive Zendesk is to our feedback. It’s lovely to be able to have open conversations about our experience and to discuss the way forward. Zendesk is a great business partner because I always have a great sense of what’s coming down the pipeline.”

- Katie Rogers

Senior Director of Customer Experience

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