A quick guide to creating a scenario: Login to the helpdesk portal. Set up your auto-assign ticket rules. Search. A solution for this would be to create a custom drop-down field. The auto-assignment feature will assign the tickets to the agents as per the order in which they have been added to the group. The auto-assignment feature will assign the tickets to the agents as per the order in which they have been added to the group. The Freshdesk ticket description will contain the transcript of the conversation from the time it was last resolved. Chat Channel . F. 100% for Freshdesk). Select the group for which you want to enable automatic assignment and click the ‘Edit’ icon. Choose the Tickets tab and under Ticket Creation, click on the New Rule button. The tickets will get distributed to all agents. By automatically assigning tickets to the person replying, you can streamline your team's workflow and dramatically increase your ticket resolution times. With status types, you can quickly see how much time your team spends on work-related tasks versus breaks. Within Freshdesk, you would have the option to automatically assign tickets to agents within a group, in round-robin. In. Audit log. Just utilize our inbox views and stay confident that customers will get a quicker response. Freshservice enables you to schedule tickets at periodic intervals to remind the service desk of essential tasks from Admin > Automation & Productivity > Agent Productivity > Scheduler. Automatic Ticket Assignment. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. A quick guide for creating an automation rule to run on ticket creation: Log into your Freshdesk account as an Administrator. Enable the Daily export of ticket activities. All your team has to do is work from their inbox views. Getting started with Freshchat 4. We have recently refreshed our branding across our offerings and changed the names of our pricing plans. Reduce overhead of manual work by setting up assignment rules (Round Robin or Load Balancing) for automating ticket assignments within your support team. Automatic ticket assignment and canned responses to reduce resolution times; AI-ML-powered capabilities to increase self-service adoption for customers. Note: If you don’t. You can assign all tickets coming to a particular configured email address directly to a group. Their main difference is in the logic for. By applying a simple rule, new tickets are automatically assigned to an available agent as soon as they're created. Enter the “From” email ID which you. Select the group for which you want to enable automatic assignment and click the ‘Edit’ icon. When tickets are assigned to a group for the first time or reassigned from another group, Eg: transactional tickets involving questions on recent orders, FAQs etc. ". So an agent's availability is an important factor for automatic ticket assignment. To change a member to an observer:If you are a small and medium scale business, you would benefit from the Freshdesk Growth plan that offers features that optimize the workflows of a scaling business, including a team inbox, smart automations like automatic ticket assignment, agent collision detection, and more, to help you cut down on repetitive tasks and improve. Under Team, click on Groups. Auto triage: Freddy AI can learn from your previous tickets to suggest a ticket field for a new ticket. If the "Send Group Notifications to Observers" toggle is disabled, the agent will not receive any notifications for ticlets/tasks assigned to the. How does Automatic ticket assignment work after an agent logs out. How does Automatic ticket assignment work after an agent logs out Print. With Freshdesk, the support teams can provide service across multiple channels, including social, get a complete context from a customer’s timeline of events, assign tickets to agents via Omniroute™, manage shifts, and make use. Understanding automatic ticket assignment. Intelligent ticket assignment. Compare and choose the perfect ticket management. Give your rule a name. Auto-assign: Freshdesk enables automatic ticket assignment to the right agents based on their skills, current workload, etc. Freshdesk is a help desk software, that lets businesses manage customer queries from various channels, such as email and social media. An admin/account admin can enable/disable a custom status, whereas default statuses cannot be toggled. Learn the fundamentals of Freshdesk here, from setting up your support email to setting up your robust automation rules. A quick guide for creating an automation rule to run on ticket creation: Log into your Freshdesk account as an Administrator. Designed to delight both employees and customers, ProProfs is a top-rated knowledge and teamwork software with robust ticket management features. A deleted agent is not permanently removed from your Freshdesk account. Automatic ticket assignment lets the system distribute tickets to all agents in. Freshdesk creates an automatic summary of the rule that makes reviewing the automation quick and easy. Go to Admin > Workflows > Ticket Fields. , they are assigned in a circular fashion to the agents who are online in that group. Freshdesk helps you assign tickets to some specialized agent which is not the case with ProProfs. The automatic ticket assignment works only when your agents are available to attend tickets. How automatic ticket assignment through Round-robin works. Scenarios in Freshdesk let you perform a number of tasks with a. Skill-based ticket assignment has the following options: Manage skills This allows you to create/modify skills and add them to agents. The unassigned ticket view time will be included only once at the first assignment of an agent In the same scenario, assume Ben reassigns the ticket to Merwin, who also spent 10 minutes before the ticket was assigned. Try Freshdesk for free!. We have recently refreshed our branding across our offerings and changed the names of. Automations and Triggers 100. Setup automation rules to be triggered during ticket creation, ticket updates, or time triggered Go to Admin → Arcade Click on ‘Enable Freshdesk arcade’ Checklist for Supervisors Automatic ticket assignment Manual assignment is cumbersome and time-consuming. 593 verified user reviews and ratings of features, pros, cons, pricing, support and more. Hope this helps. Otherwise, the HTML tags will get pushed to slack as well. Similarly, Freshdesk and ManageEngine ServiceDesk have a user satisfaction rating of 100% and 100%, respectively, which suggests the general response they get from customers. Ticket dispatch. What is automatic ticket assignment? See all 9 articles. Enable the Automatic Ticket Assignment toggle and pick an assignment mode of your choice; Note: Auto-assign tickets to the right agents. These. Here, you will find the following tabs: Channels: Integrate your Freshchat and Freshcaller accounts on this tab. To use AI or automation effectively for ticket assignment, you need to follow some best practices. 00. Turn on the toggle for Automatic. ProProfs is a reliable and efficient Freshdesk alternative that can greatly benefit customer support teams across various industries. 8, respectively) and user satisfaction rating (N/A% vs. Skill-based ticket assignment. Frequently asked questions related to Freshdesk. These solutions explain how you can categorize, prioritize and assign incoming tickets using automations in Freshdesk Understanding automatic ticket assignment Thu, 13 Jul, 2023 at 8:00 PM Scenarios in Freshdesk let you perform a number of tasks with a single click, right from within a ticket. Under Workflows, select Automations. Enable Automatic ticket assignment and c hoose Load balanced ticket assignment. You can see all recent tickets from the contact while on the call, and choose to add. Click Save once you're done. Thu, 10 Nov, 2022 at 3:42 PM. Freshdesk Automations can help you achieve that goal. Freshdesk Omnichannel provides a set of default and custom agent statuses. In addition to the default ticket field, Priority, you can request auto triage suggestions for additional ticket fields. The technician with the oldest previous assignment (lowest ticket ID) will be assigned the new ticket. So an agent's availability is an important factor for automatic ticket assignment. How automatic ticket assignment through Round-robin works. An email-based ticketing system offers plenty of room for automation. The Create New Ticket option on Freshdesk Support Portal has been replaced with Help. When tickets are assigned to a group for the first time or reassigned from another group, Eg: transactional tickets involving questions on recent orders, FAQs etc. Solution home Freshdesk FAQ Automatic Ticket Distribution. If you're on the Estate or the Forest plans, you can turn on the automatic ticket assignment feature to assign tickets to agents within a group - find out. A summary will be auto-generated and will be used as the description for that rule. Displaying plans. Managers can check the number of unresolved tickets for the day and issue alerts to agents for a quick resolution. Freshdesk pricing plans. Select the group for. The dashboard is well-organized, and the menu options are logically laid out. ticket_id; tickets. Add the responsible team. Helpdesk definition. Go to Admin > Support Operations > Advanced Ticketing. Agent A's status is available when they log out. Login to Freshdesk as an Administrator. 1. Freshdesk’s APIs makes it easy for companies to build custom apps to modify helpdesk workflows or to integrate with a different product. Multiple products (Unlimited) Social Signals . - The icon will look different depending on whether you have automatic ticket assignment enabled for your team. Note: ‘Requester’ can include any contact in the CC and BCC field in the ticket. You can do this by creating a custom user property in xMatters that stores the Freshdesk account ID. }. We filled the gaps like automation and automatic ticket assignment. Click on the automator to view. Supervisors: Can view and respond to tickets, generate reports, and enable automatic ticket assignment of the member groups under the Admin tab. Can multiple Freshdesk tickets be linked to a Freshservice ticket? See all 17 articles. Freshdesk’s built-in intelligent automatic assignment function can automatically assign tickets to the appropriate personnel or teams in the team for processing. freshdesk-automate. Ticket Assignment Process: Three rules to auto-assign tickets. When tickets are assigned to a group for the first time or reassigned from another group - for example, transactional tickets involving questions on recent orders, FAQs etc. Currently, we can only set the workflow to assign a Ticket to no one, the Contact owner or a specific user. Freshdesk serves customers while Freshservice deals with in-house parties. It offers field service modules that include omnichannel. Manage all your teams centrally from Freshdesk. Automatic ticket assignment is only available on certain plans Freshdesk. This can be done by choosing Tracker in the Association Type dropdown field. Specify if the rule should be executed if an agent causes the event/trigger, if a requester does, or either. Login to your Freshdesk account as an Admin. By. Go to Admin > Workflows > Automations. 1 vs. Under Team, click on Groups. Go to Admin > Groups. Is it possible to automatically assign tickets based on agent workload? Yes, Freshdesk has a feature called Load-based ticket assignment, using which tickets. This seems like it should be a standard feature but I have agents that are apart of more than one group and when Load balanced ticket assignment is on and say the limit is 25 tickets, if they have 24 tickets from one group and 1 from another, they will not get new tickets assigned. This graph shows the average time taken to assign tickets with respect to each priority during the selected time period. Integrations in Freshdesk Extend the functionality of your helpdesk with ready-to-use integrations or even build your own to suit your needs. When you receive a call regarding the same issue the second time, the old tickets will give you context and save time. 3. Freshdesk lets you forward tickets to your business partners so they can contribute directly to yourThe Enterprise plan is $95 per user per month, or $79 billed annually. Note: Assuming identity of an agent in Freshdesk Omni accounts will only reveal the auto-assignment being enabled or not for tickets, even when the the same agent is added to the chat and call platforms, since the assume identity feature is specific to the Freshdesk ticketing platform. When tickets are assigned to a group for the first time or reassigned from another group - for example, transactional tickets involving questions on recent orders, FAQs etc. Freshdesk’s automatic email notification system sends real-time updates to customers and agents about ticket status changes. if you wish to delete an agent permanently, follow the same steps. Tickets can be assigned based on an agent's skill, their workload or they can. Make the necessary modifications and click on Save. . These solutions explain how you can categorize, prioritize and assign incoming tickets using automations in Freshdesk. Load-based ticket assignment is supported by Omniroute. Keep track of conversations. This is because all data in Freshdesk, including tags, tickets, and. For example, if agents C, A, and B are added to a group in that order and if they are all online to accept tickets, the tickets will also be assigned in the same order. Features - Email and social media ticketing - Knowledge base - Automations and automatic ticket assignment - SLA and business hour - Customizable reports and dashboards - CSAT features - Sandbox - Audit log - Agent. can be a bit glitchy. Navigate to Admin from the menu. Select the group for which you want to give the agents the privilege of changing their availability. Freshdesk. Freshdesk App - UI screens Call History Screen. Freshdesk unifies data from all channels and aims to give you a true omnichannel solution. Freshdesk solution have many connectors to inter-connect with professional softwares. FRESHDESK's - live status page shows real-time status, uptime and incident history of FRESHDESK system. You are a startup or small company needing free customer service software: Freshdesk offers a free Support Desk plan for up to 10 agents. The users can find the agent name, email ID & URL that has been logged in. mobile-icon-nav-newticket. ellipsis {. Understanding automatic ticket assignment. State-of-the-art data security. A summary will be auto-generated and will be used as the description for that rule. In the Dashboard, the option Available agents will show all the agents who are available for the Automatic ticket assignment. Vision Helpdesk is an all-in-one multi channel help desk software. Speedy updates on. Freshdesk allows agents to manage tickets by creating views in the form of lists, but does not offer easy and automatic organization of tickets based on priority, due date, status, or CRM status. Freshdesk automatically detects the sender and the email reference to append the incoming email to an existing ticket thread. If it’s via an automation rule, you can simply add the following condition to the rule: OOO agents. Best practices for AI or automation. To access Ticket notifications, go to three-dotted menu> Settings. It offers a series of functions and tools to aid firms in offering efficient and receptive customer support. Field Service Management: $15 per field employee, per month*. You can do this by going to Group Properties. You can select an algorithm by going to Tickets->Settings->Smart Assignment. Only the tickets that were assigned to someone for the first time during the selected time. intelligent ticket assignment: route tickets to agents based on their skills or current workload; automatic email notification: sends notifications to agents and customers about the changes in their tickets; Time-triggered automations in Freshdesk. Assuming the identity of the. Go to Admin > Team > Groups > Edit > Group properties > Check the option 'Allow agents to change their availability for automatic ticket assignment'. To read about this. Your support team includes remote agents: The Field Service Management add-on makes Freshdesk. Click Edit for the group you want to enable skill-based ticket assignment. Creating new tickets and accessing the ticket list. Login to your Freshdesk account as an administrator. A quick guide for creating an automation rule to run on ticket creation: Log into your Freshdesk account as an Administrator. Automate repetitive cases across both chat and tickets in Freshdesk and Freshchat. By setting up automatic ticket assignment, you'll save time, increase efficiency, and most importantly, ensure that each ticket is handled by the agent best equipped to resolve the issue. - Automated ticket prioritization - Ticket auto-assignment - Multiple SLA policies - Priority matrix - Built-in satisfaction surveys - Service desk performance dashboard. Both applications offer time. JitBit is a popular email-based ticketing system that allows teams to process, assign, track, and automate incoming email tickets. The 'Bulk Update’ option from the Ticket list view page enables you to assign a selected set of tickets (maximum of 30 tickets per page) to an Internal group and agent. Take your customer service global with 24/7 support in up to 109 languages. With this customer service platform, organizations bring more value and personalization to customer interactions. 14 on a fresh install and only make the email cron on cpanel on forwarded email to pipe. Go to Admin > Groups. > Team > Groups > Edit > Group properties > Check the option 'Allow agents to change their availability for automatic ticket assignment'. body or comment. Automatic ticket assignment to agents or groups, automatic warnings. Click Verify corresponding to the email to be activated. Given that it has a relatively simpler interface compared to other email ticketing systems in its category, teams can set it up easily and start using it without too much hassle. You can choose between minutes, hours, days, and months. Please follow the below steps to set up a ticket updates automation rule for adding tags to a ticket. Say, “6-hour reminder” or “1-day reminder”. At Freshdesk, we send out an automated email to all tickets as soon as they hit our inbox,. Imported into ticket in automatic ticket assignment turned on your data is it has been escalated as other. Manage all your teams centrally from Freshdesk. An agent’s status determines if they are available for Automatic Ticket. Freshdesk supports four roles for your customer service team: Agents: Can view, respond to and assign tickets, as well as modify ticket properties. Explore context-rich reporting and analytics. Additionally, you can. Discover Freshdesk pricing plans, compare costs, and explore free options. That said, you can assign multiple tickets to yourself or fellow agents from the ticket list. I can see that you are using the Get Ticket action and passing the reference from the planner trigger body. AI can understand account context, customer sentiment, language, and intent. 8 for Freshdesk) and overall customer satisfaction level (96% for Microsoft Dynamics 365 vs. Further, Only the agents whose names are added. How to schedule out of office. ; Click on New Workflow > Event Based Workflow. The names of the custom fields are derived from the labels given to them during their. 1. For every group in your helpdesk, you can turn on the "Automatic Ticket Assignment" option and everything will take care of itself. As of now, this feature will work irrespective of the portal's business hours. The agent will now appear as a contact in your Freshdesk account. Select the group for which you want to enable automatic assignment and click the ‘Edit’ icon. Skill based ticket assignment allows she on easily match maps to the agent most expert in dealing with them while sustain the load that into agent possess the work with. If the "Send Group Notifications to Observers" toggle is disabled, the agent will not receive any notifications for ticlets/tasks assigned to the group. This is not tied to the business hours. Go to Admin > Workflows > Customer Satisfaction > New Survey. We allow you to examine their functions, supported devices, customer support, prices, terms, and more. Enable Automatic ticket assignment and c hoose Load balanced ticket assignment. Pricing: The starter plan is priced at 30$ USD per agent/month with a 14-day free trial period. Click on New Workflow > Event Based Workflow. The automatic ticket assignment works only when your agents are available to attend tickets. It can also route. Modified on: Wed, 3 May, 2023 at 3:34 PM. As of now, this feature will work irrespective of the portal's business hours. Select Workflows and click on Email Notifications. Find out how you can automate your helpdesk Assign tickets based on turn You can automatically assign tickets to agents in various groups by enabling the automatic assignment option for the corresponding group. Round robin ticket assignment: Out of office scheduler: Load balanced ticket assignment: Skill based ticket assignment:Displaying plans. This algorithm will assign the agent with the least number of open tickets. Go to Admin > Workflows > Omniroute™. If you believe that your automations are not updating valid tickets or affecting unrelated tickets, here are a series of checks to help you troubleshoot the issue at hand. This solution article talks nearly how you can automatically assign tickets to intermediaries in a group. Go to Admin > Groups. Internal notes to ensure efficient communication without repeating tasks or killing time on. display: none; } Kindly make sure to use the code only in the Portal configurations where you want to hide the +New support ticket option and leave out the rest of the portals. Log in to your Freshdesk account as an Administrator. Yes, You can filter tickets based on a particular tag or on a set of tags and these tickets can be exported as well, if required. Freshdesk Omnichannel agent status - Early Access Program. Click on Confirm in the banner displayed to confirm the deletion. Create a custom user property in xMatters, making sure you name the field "Freshdesk Email or User ID". You might have separate screens for email, Live Chat, and voice. Using a help desk allows your support team to offer the best possible service experience to your customers. Streamline all your customer requests and view them as support tickets with detailed ticket fields in our ticketing system. Agent A's status is available when they log out. Give this reminder a title. Used daily for 1-2 years. As a Freshdesk preferred partner since 2014, and we have helped hundreds of companies delight their customers with best-in-class customer service. The round robin feature or the automatic assignment functionality would work whenever the icon next to the profile photo is togged on. 12 on my production Ticket system, but I try the last release v1. For instance, Freshdesk and SysAid are scored at 9. Chat Channel . Note: If the Auto assignment has been enabled in multiple groups and even if in one of the groups the above-mentioned option is not checked, the agent will not have permission to. Freshdesk is a cloud customer relationship management (CRM) software that is developed for all business sizes. However, please navigate to the D ashboard -> agent availability -> ticket assignment where as an Admin you would be able to see the number of hours since when the agent has. Agent B's status is unavailable when they log out. ProProfs Help Desk. Previous plans. Only an agent who is ‘Available’ will be assigned issues. Supervisors: Can view and respond to. Login to Freshdesk as an Administrator. 2. Select the user whose name needs to be modified and click on “ Edit Profile ”. The plan offers automatic ticket assignment, custom roles, multiple SLAs and time zones, answer bot, enterprise reporting, call barging and monitoring, smart call escalations, in app chat. When allocating a ticket to an internal group (using the shared ownership feature) you can use that group’s automatic assignment rules to pick a suitable agent - just like when a new ticket is created. Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks. The survey will be sent in the default language if the translations for the customer's preferred language is not uploaded or available in Freshdesk. If the tickets are assigned by automatic ticket assignment configured under Admin > Groups, you can simply mark the agents as ‘Not available. Know. Sometimes, agents in your organization may leave or move to a different department. Since the assignment is taken care of, employees can engage to revert with quality responses, empowering your service desk to meet commitments in time. Go to Admin > Team > Groups, and click Edit next to the group you want to modify. Logic would be: If (ticket assigned to an agent) {Send email to all agents with subject: “Ticket <ticketnumber> has been assigned to <agentName>}Auto Assignment Tickets. Collaboration in Freshdesk Enable your teams with the best-in-class collaboration features to connect, share, and manage support tasks instantly for faster resolution. Automations: Rules that run on ticket creation: Creation, Deletion, Modification, Reordering, and Activation/Deactivation: Rules that run on time. As customer tickets start flowing in, Freshdesk allows you to manage them in either table or card view. You can do this by going to Group Properties. There is also automatic ticket assignment from the inbox view. Please navigate to Admin > Team > Groups > click on edit next to the group. Click New Folder, add a name, and select an option from the Visible to dropdown. Set the maximum number of tickets per agent by selecting a value from 1-100. Use the toggle to enable Automatic ticket assignment. It can be edited, if need be. This automatic process will also route all supplement material and even close upon. Admins and agents in Freshservice can set up a workflow automator to assign tickets to specific agents or groups based on certain parameters. The Best Help Desk Software of 2023. When you are using dynamic variables to configure custom messages for Slack, please use the following variables for ticket description, last public note, and last private note so that only the text content of the description and notes is sent to Slack. However, please navigate to the D ashboard -> agent availability -> ticket assignment where as an Admin you would be able to see the number of hours since when the agent has. First, you need to define your goals and metrics, and align. Make sure we don't forget some messages in Spam boxHere’s how you can do it. - The icon will look different depending on whether you have automatic ticket assignment enabled for your team. 6. Answer. Skill-based ticket assignment has the following options: Manage skills This allows you to create/modify skills and add them to agents. If you are not hands-on, we got you. Configure Automatic Ticket Assignment. To view AHT: Go to the Tickets page and click on a ticket assigned to you. Agents can seamlessly involve stakeholders from cross-functional teams for in-ticket discussions while retaining visibility, even if another team handles the ticket. Automatic ticket assignment toggle - ON/OFF: Automations: Rules that run on ticket creation: Creation, Deletion, Modification, Reordering, and Activation/Deactivation:. To create a new reminder: Click on “Create Reminder” under the setup tab in the app settings page. So the number of tickets resolved by an agent will not come into consideration for the ticket assignment with the Round-Robin method, unlike the Load Balanced Ticket Assignment. For instance, send behavior-driven emails and in-app messages. Click Save. Round-robin ticket assignment refers to the circular assignment of tickets. In Freshdesk, you can auto-assign incoming tickets to your agents if you’re on the Estate or Forest plans. How does Automatic ticket assignment work after an agent logs out. For example, if agents C, A, and B are added to a group in that order and if they are all online to accept tickets, the tickets will also be assigned in the same order. ; Set the Event as Ticket is. Freshworks . Segment customer queries based on ticket types and stages to identify potential pain points and opportunities in the logistics industry. Automatic email notifications: Merge tickets: Ticket export: Ticket activities: Set priority: Set status:. Monitor performance in real-time Get a birds-eye view of trends in the volume of enquiries, customer happiness, agent availability, and agent performance across all support channels. Sandbox . Give your survey a name and enter your primary question (the question that customers will see in the email, below the agent signature). If the agents do not receive this email, kindly check if it is toggled on. Set the maximum number of tickets per agent by selecting a value from 1-100. Especially in a fast-paced environment, auto-assigning tickets is a lifesaver. Switch to Table View on your Ticket page by clicking on the Table View icon on the top right. Keep your organization firing on all cylinders with the Zendesk automated ticketing system. Both Zendesk and Freshdesk thrive at fundamental operations like ticket assignment and rep tagging. The automatic ticket assignment works only when your agents are available to attend tickets. Enable round robin ticket assignment for workload distribution. Chat Channel . The round robin feature or the automatic assignment functionality would work whenever the icon next to the profile photo is togged on. Currently, it is not possible to report on the time duration for which the agent has been available to accept tickets through the "Automatic ticket assignment" feature. When turned off, you can only add skills manually or via a workflow rule. Support Desk plans range from $0 monthly for teams of ten or less, to $79 monthly per agent for the Enterprise plan. This instantly helped us reduce the time taken to respond to tickets. Intuitive, feature-rich, affordable customer support software. Auto-triage . It's also possible to examine their overall score (9. Choose the Tickets tab and under Ticket Creation, click on the New Rule button. - Agent can choose the duration for which they need to schedule Out of Office. Once you create homogeneous agent groups, you can choose to automatically assign new tickets in this group to the next agent in Round Robin. How does Automatic ticket assignment work after an agent logs out. Intelligent ticket assignment. One of its standout tools is the intelligent ticket assignment. CSAT surveys. What are the types of automation rules in Freshdesk?. 1. Automatic Ticket Assignment. 1. 헬프데스크 자동화 방법 알아보기Problem: Ticket creation using Freshdesk keeps failing because custom fields that were configured in your Freshdesk account weren't configured/passed in the Freshdesk nodes. Freshdesk offers no free plan, but 21-day free trials. 2. Login to your Freshdesk account as an administrator. An agent’s status determines if they are available for Automatic Ticket Assignment. Quick guide to set up Parent Child Ticketing: Login to your Freshdesk portal as an Administrator. All tickets containing certain keywords or. Omnichannel Groups lets you manage your different teams of agents that work across channels from the same page. Displaying plans. Zendesk helps businesses automate ticketing with intelligent routing and optical character recognition (OCR).