Announcing the ability to use ticket triggers to route voice tickets as emails in omnichannel routing

Announced on | Rollout starts | Rollout ends
March 19, 2026 | March 19, 2026 | March 26, 2026

Zendesk is pleased to announce an updated ticket trigger action to automatically identify tickets being routed as emails and route completed calls 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?

The following updates to ticket trigger conditions and actions are now available:

Ticket > Routing channel: A new condition that automatically identifies tickets being routed as emails in omnichannel routing.

Ticket > Set routing channel: An existing action that now includes the ability to identify voice tickets for ended calls, including voicemails and abandoned calls, and change the routing channel so they are eligible to be routed by omnichannel routing as email tickets.

Example

Together, these updates can be used to route or re-route tickets for ended calls as emails. For example, you might create a trigger with the following conditions and actions:

Conditions

Meets ANY of the following

Ticket > Tag | contains at least one of | v2e

Ticket > Channel | is | Phone call (incoming)

Meets ALL of the following

Ticket > Routing channel | is not | email

Actions

Ticket > Assignee | -

Ticket > Set routing channel | from voice to email

When the trigger described above fires, even if the call was originally assigned to an agent, the ticket is updated such that it becomes eligible for routing again and, when assigned, will take up an agent's email capacity.

Why is Zendesk making this change?

Currently, omnichannel routing can route active calls and callbacks, but after the call ends, these tickets can't be routed by omnichannel routing. This creates a gap that delays followups on missed calls and post-call tickets, leading to unbalanced workloads and reduced operational efficiency. Using these trigger updates to route post-call tickets as email tickets ensures these tickets can be managed efficiently and automatically, which improves response times and workload balancing for agents. This also aligns Zendesk with industry-standards.

What do I need to do?

These updates are being rolled out to all accounts with omnichannel routing. To use these ticket trigger updates, omnichannel routing and Talk must both be turned on for your account. For more information, see Ticket trigger conditions and actions reference.

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