Any recommendations for push routing solutions with Zendesk?

Larry AronovitzLarry Aronovitz Vice President, Global SupportMember
edited May 19 in Service & Delivery

We're planning on moving from a pull ticket routing model to a push model. We use Zendesk for our ticketing system. Zendesk does not offer this out of the box and I only see two solutions in the Zendesk marketplace. Does anyone have recommendation for solutions to this?

Answers

  • David PerraultDavid Perrault VP Product Support and Customer Care Member | Scholar ✭✭

    @Larry Aronovitz what is the problem you are trying to resolve with such functionality?

  • John RagsdaleJohn Ragsdale Distinguished VP, Technology Research Member | Guru ✭✭✭✭✭

    Zendesk is not a TSIA partner, so I don't have an avenue to ask about this. The closest thing I can think of is IBM's presentation on the virtual summit I did last year: https://www.tsia.com/webinars/digital-transformation-and-its-impact-on-technology-firms

    They give a demo of their AI-based case prioritization and routing engine, built with Watson. Not sure how applicable this is to you, or your Zendesk implementation, but worth checking out.

  • Larry AronovitzLarry Aronovitz Vice President, Global Support Member

    Thank you @John Ragsdale - I will take a look.

    @David Perrault - we current have multiple queues and use a pull model for ticket distribution. We want to shift to a push model. I have used push models in the past with great success. When combined with sills based routing, the push model can be very effective at load balancing, eliminating perceptions of "unfairness", minimizing changes of cherry picking, etc.

    I am see https://myplaylist.io/zendesk/round-robin-app and https://roundrobin.zendesk.com/hc/en-us/articles/115002512369-Rule-based-ticket-routing in Zendesk's marketplace, however I'm not familiar with either one. Not sure if anyone has experience with either of these, or alternative (better?) solutions, including Watson, etc.

  • David PerraultDavid Perrault VP Product Support and Customer Care Member | Scholar ✭✭

    Thanks @Larry Aronovitz . I first implemented a push model about 15 years ago at EMC. In my experience, its effectiveness depends on the workload volume and obviously the quality of the intelligence behind the routing mechanism. If volume permits it, my preferred route has been to use human call catchers that redirect the flow of incoming tickets.

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