Troubleshooting omnichannel routing issues

If you have problems with your omnichannel routing setup, use this guide to find solutions to common issues.

This article covers the following topics:

Review Copilot recommendations

Omnichannel routing settings not visible in Admin Center

Abandoned call tickets

Agents get more tickets than their capacity limits

Voice tickets do not route to the right groups

Messaging tickets do not route correctly

Unavailable settings and functions

Review Copilot recommendations

If you have the Copilot add-on, review AI recommendations about your omnichannel routing settings. Copilot flags routing issues and provides systemic recommendations to optimize your operations. For more details, see Optimizing workflows, tasks, and routing with AI recommendations.

Omnichannel routing settings not visible in Admin Center

If settings for omnichannel routing do not appear in Admin Center, check whether you meet the requirements.

Abandoned call tickets

Abandoned call tickets might appear in your queue with omnichannel routing on. This happens because omnichannel routing creates tickets for calls but does not support the Create tickets for abandoned calls setting. For a workaround, see Automatically closing tickets created by abandoned calls.

Agents get more tickets than their capacity limits

Agents may receive more tickets than their allowed capacity. For more information about why this happens, see My agent automatically gets assigned more tickets than their capacity allows.

Voice tickets do not route to the right groups

When omnichannel routing is off, Voice creates tickets after an agent accepts a call. When it is on, the system creates tickets immediately and routes them to available agents before call acceptance. Triggers that run on these Voice tickets can affect routing. Update triggers to exclude Voice channel tickets. Use this condition in your trigger: Ticket > Channel | Is not | Phone call (incoming).

If you use generative artificial intelligence (AI) to transcribe and summarize your calls and also have intelligent triage on, sentiment detection may assign an intent value that routes the ticket based on a business rule. Check the events of the ticket to confirm this.

Messaging tickets do not route correctly

If you use custom omnichannel routing queues, Messaging tickets route automatically.

If you use the standard omnichannel routing queue, tickets must be assigned to a group before they are eligible for omnichannel routing. Adjust or create triggers to assign groups to Messaging tickets. For more information, see Requirements for the routing trigger.

A trigger action called Set routing channel lets you change a messaging ticket’s routing channel to email. When you change the routing channel from messaging to email, make sure you add the auto-routing tag to the ticket. Don't use only the Ticket > End session action in the trigger; this is incompatible with the Set routing channel action, which both ends the session and change's the routing channel. After the routing channel is changed and the auto-routing tag is added, tickets are treated as email tickets by omnichannel routing and counts toward the agent’s email capacity instead of messaging capacity. This helps manage queue eligibility and balance workloads across channels. For more information, see About ending messaging sessions.

Unavailable settings and functions

Omnichannel routing offers a unique experience, but some settings are not available. Compare your missing settings to the known limitations in Requirements and limitations of omnichannel routing.

Note: Omnichannel routing is the default routing experience for all new and trial customers of Zendesk Suite created on or after December 11, 2024.

Tip: If you created custom omnichannel queues, set up a dashboard for live data on routing performance with this recipe Reporting on custom omnichannel queue performance. This recipe works only in the Explore beta dashboard builder.