Routing automatically triaged tickets using standalone skills-based routing

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<p id="docs-hc-snippet" style="display: none;">Intelligent triageuses AI to automatically classify new customer support tickets by topic, sentiment, and language, and enriches tickets with entities, such as product names. You can incorporateintelligent triageclassifications into yourstandalone skills-based routingsetup.</p>
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<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> uses AI to automatically
classify new customer support tickets by topic, sentiment, and language, and enriches
tickets with entities, such as product names. You can incorporate <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">intelligent triage</a> classifications into your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883700122" target="_blank">standalone skills-based routing</a> setup. </p>
<p class="p">Standalone skills-based routing allows you to route tickets to the agents who have the
right expertise to handle them.</p>
<p class="p">Pairing these two features lets you automatically route tickets to the agents who have
the right knowledge to resolve a specific issue, such as speaking the same language as
the requester. </p>
<p class="p">This article gives you examples of skill routing rules you can create based on
intelligent triage classifications. Because these examples are starting points,
customize the details however makes sense for your business needs. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="zug_automated_triage_routing_skills__ul_y3g_v5g_xyb">
<li class="li"><a class="xref" href="#topic_rq2_w5g_xyb">Creating a skill routing rule based on topic</a></li>
<li class="li"><a class="xref" href="#topic_gxm_x5g_xyb">Creating a skill routing rule based on language</a></li>
<li class="li"><a class="xref" href="#topic_kvn_y5g_xyb">Creating a skill routing rule based on topic and language</a></li>
<li class="li"><a class="xref" href="#topic_k2c_1vg_xyb">Creating a skill routing rule based on sentiment</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="zug_automated_triage_routing_skills__ul_vrm_t5g_xyb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4973607684506" target="_blank">Choosing a routing method for automatically
triaged tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4766535251610" target="_blank">Routing automatically triaged tickets using
omnichannel routing</a></li>
</ul>
<div class="p">
<div class="note note" id="zug_automated_triage_routing_skills__note_tdb_gnv_lbc">
<span class="notetitle">Note:</span> When creating skill routing rules in Admin Center,
intelligent triage values are available only in English. However, intelligent triage
is capable of classifying content in the languages listed <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01GYJ1PBVKD26QN3E8JNS3X3TX" target="_blank">here</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rq2_w5g_xyb">
<h2 class="title topictitle2" id="ariaid-title2">Creating a skill routing rule based on topic</h2>
<div class="body">
<p class="p">In the example below, a skill routing rule sends refund request tickets to your
agents who specialize in handling refunds.</p>
<p class="p"><strong class="ph b">To create a skill routing rule based on topic</strong></p>
<ol class="ol" id="topic_rq2_w5g_xyb__ol_gh1_gvg_xyb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_sx3_hqt_cs" target="_blank">Create a skill type</a> called
<strong class="ph b">Specialty area</strong> that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_ug2_j4y_hdb" target="_blank">contains a skill</a> named <strong class="ph b">Refunds</strong>,
and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_w3m_th2_bbb" target="_blank">assign the skill</a> to at least one
agent. </li>
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_rq2_w5g_xyb__d8e1904" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Skills</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Specialty area</strong> skill type, then click <strong class="ph b">Refunds</strong>. </li>
<li class="li">In the <strong class="ph b">Tickets</strong> section, click <strong class="ph b">Add condition</strong> under <strong class="ph b">Meet Any of
the following conditions</strong>. </li>
<li class="li">Set the following conditions: <ul class="ul" id="topic_rq2_w5g_xyb__ol_ysj_pvg_xyb">
<li class="li">
<strong class="ph b">Topic</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Billing::Refund::Refund request</strong>
</li>
<li class="li">
<strong class="ph b">Topic</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Billing::Refund::Refund amount is
wrong</strong>
</li>
<li class="li">
<strong class="ph b">Topic</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Billing::Refund via a specific channel</strong>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883700122#topic_ifc_vwf_2nb" target="_blank">Create a skills-based view</a> for agents
to see the routed tickets.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_gxm_x5g_xyb">
<h2 class="title topictitle2" id="ariaid-title3">Creating a skill routing rule based on language</h2>
<div class="body">
<p class="p">In the example below, you'll build a skill routing rule that sends tickets written in
Spanish to your Spanish-speaking agents.</p>
<p class="p"><strong class="ph b">To create a skill routing rule based on language</strong></p>
<ol class="ol" id="topic_gxm_x5g_xyb__ol_ypm_svg_xyb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_sx3_hqt_cs" target="_blank">Create a skill type</a> called
<strong class="ph b">Language</strong> that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_ug2_j4y_hdb" target="_blank">contains a skill</a> named <strong class="ph b">Spanish</strong>,
and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_w3m_th2_bbb" target="_blank">assign the skill</a> to at least one
agent. </li>
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_gxm_x5g_xyb__d8e1904" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Skills</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Language</strong> skill type, then click <strong class="ph b">Spanish</strong>. </li>
<li class="li">In the <strong class="ph b">Tickets</strong> section, click <strong class="ph b">Add condition</strong> under <strong class="ph b">Meet All of
the following conditions</strong>. </li>
<li class="li">Set the following condition: <strong class="ph b">Language</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Spanish</strong>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883700122#topic_ifc_vwf_2nb" target="_blank">Create a skills-based view</a> for agents
to see the routed tickets.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_kvn_y5g_xyb">
<h2 class="title topictitle2" id="ariaid-title4">Creating a skill routing rule based on topic and language</h2>
<div class="body">
<p class="p">In the example below, a skill routing rule sends refund request tickets written in
Spanish to your Spanish-speaking agents who specialize in handling refunds.</p>
<p class="p"><strong class="ph b">To create a skill routing rule based on topic and language</strong></p>
<ol class="ol" id="topic_kvn_y5g_xyb__ol_hsb_yvg_xyb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_sx3_hqt_cs" target="_blank">Create a skill type</a> called
<strong class="ph b">Language-specific specialty area</strong> that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_ug2_j4y_hdb" target="_blank">contains a skill</a> named <strong class="ph b">Spanish -
Refunds</strong>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_w3m_th2_bbb" target="_blank">assign the skill</a> to at least one
agent. </li>
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_kvn_y5g_xyb__d8e1904" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Skills</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Language-specific specialty area</strong> skill type, then click
<strong class="ph b">Spanish - Refunds</strong>. </li>
<li class="li">In the <strong class="ph b">Tickets</strong> section, click <strong class="ph b">Add condition</strong> under <strong class="ph b">Meet All of
the following conditions</strong>. </li>
<li class="li">Set the following condition: <strong class="ph b">Language</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Spanish</strong>
</li>
<li class="li">Click <strong class="ph b">Add condition</strong> under <strong class="ph b">Meet Any of the following conditions</strong>. </li>
<li class="li">Set the following conditions: <ul class="ul" id="topic_kvn_y5g_xyb__ul_isb_yvg_xyb">
<li class="li">
<strong class="ph b">Topic</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Billing::Refund::Refund request</strong>
</li>
<li class="li">
<strong class="ph b">Topic</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Billing::Refund::Refund amount is
wrong</strong>
</li>
<li class="li">
<strong class="ph b">Topic</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Billing::Refund via a specific channel</strong>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883700122#topic_ifc_vwf_2nb" target="_blank">Create a skills-based view</a> for agents
to see the routed tickets.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_k2c_1vg_xyb">
<h2 class="title topictitle2" id="ariaid-title5">Creating a skill routing rule based on sentiment</h2>
<div class="body">
<p class="p">In the example below, a skill routing rule sends tickets with a negative sentiment to
a group specially trained to handle these kinds of situations.</p>
<p class="p"><strong class="ph b">To create a skill routing rule based on sentiment</strong></p>
<ol class="ol" id="topic_k2c_1vg_xyb__ol_ch3_fwg_xyb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_sx3_hqt_cs" target="_blank">Create a skill type</a> called <strong class="ph b">Customer
service</strong> that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_ug2_j4y_hdb" target="_blank">contains a skill</a> named <strong class="ph b">Negative
sentiment</strong>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826#topic_w3m_th2_bbb" target="_blank">assign the skill</a> to at least one
agent. </li>
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_k2c_1vg_xyb__d8e1904" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Skills</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Customer service</strong> skill type, then click <strong class="ph b">Negative
sentiment</strong>. </li>
<li class="li">In the <strong class="ph b">Tickets</strong> section, click <strong class="ph b">Add condition</strong> under <strong class="ph b">Meet Any of
the following conditions</strong>. </li>
<li class="li">Set the following conditions: <ul class="ul" id="topic_k2c_1vg_xyb__ul_dh3_fwg_xyb">
<li class="li">
<strong class="ph b">Sentiment</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Negative</strong>
</li>
<li class="li">
<strong class="ph b">Sentiment</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Very negative</strong>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883700122#topic_ifc_vwf_2nb" target="_blank">Create a skills-based view</a> for agents
to see the routed tickets.</li>
</ol>
</div>
</div>
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