Announcing a new ticket trigger action that routes messaging tickets as emails in omnichannel routing

Announced on | Rollout starts | Rollout ends
June 25, 2025 | June 25, 2025 | July 10, 2025

Zendesk is excited to announce the release of a new ticket trigger action that can automatically route messaging tickets as email tickets.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Until now, routing messaging tickets as emails after their sessions ended could only be configured at the account level. That meant either all messaging tickets were routed by omnichannel routing as email tickets after their sessions ended or none of them were. However, by making this functionality available as a ticket trigger action, admins can now specify the conditions under which messaging tickets should be counted towards agents' email capacity and routed as email tickets in omnichannel routing.

The Ticket > Set routing channel trigger action changes only how omnichannel routing treats the ticket but the ticket still appears as a messaging ticket in Agent Workspace and the original channel (also called via type) is preserved.

For more information, see Building ticket trigger action statements.

Why is Zendesk making this change?

Zendesk recognizes that admins need the flexibility to control which messaging tickets omnichannel routing treats as emails. This is one more way Zendesk continues to expand the value and functionality of omnichannel routing.

What do I need to do?

To use the new Ticket > Set routing channel action in ticket triggers, messaging ad omnichannel routing must be turned on for your account. When both of these are true, admins and agents with permission to manage triggers can create or update ticket triggers to use this new action.