Announcing enhancements to call routing with omnichannel routing and Zendesk Voice

Announced on | Rollout starts | Rollout ends
April 28, 2025 | April 28, 2025 | June 7, 2025

Zendesk is excited to announce some highly anticipated improvements to call routing with omnichannel routing.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Previously, omnichannel routing only considered the skills, priority, and group assignment at the time of a voice ticket's creation. Furthermore, all skills on a voice ticket were treated as low-priority optional.

Now, omnichannel routing will:

Recognize the multiple levels of optional and required skills that can be specified for skills added to voice tickets by ticket triggers. Required skills never time out, while optional skills can time out in order of priority.

Use the ticket's most recent skills, priority, and group assignment when identifying the appropriate agent to offer the call to, even if those values changed after the voice ticket was created.

For more information, see About using skills with omnichannel routing and Adding and managing skills on a ticket.

Why is Zendesk making this change?

These updates reflect Zendesk's commitment to enhancing the routing capabilities provided by omnichannel routing. Previously skill priority and the recognition of changes to ticket values were only considered for email and messaging tickets. By unifying and improving routing across all communication channels, Zendesk is empowering our customers to deliver consistent, efficient, and high-quality support regardless of how their users choose to interact with them.

What do I need to do?

These changes are available to all customers using omnichannel routing. If you have a Suite Professional plan or above, you can update your triggers to assign priority levels to skills added to voice tickets. See Adding and managing skills on a ticket.

Note: Review your current ticket trigger configurations to prevent calls from being inadvertently routed to the wrong group when the ticket's group assignment changes, such as when an agent transfers the ticket to a group. See Transferring calls.