Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Agent |
Skills reach a ticket by rule and can be adjusted by hand. Seeing which a ticket carries is the first diagnostic step.
Set skills automatically
- Create a trigger.
- Condition on what determines the skill: the language field, a category, the brand, the form.
- Add the action that sets the skill.
- Place it above your routing rules.
Adjust by hand
Agents with the right permission can add or remove skills on a ticket. Useful when a rule got it wrong, or when a conversation turns out to need something the original request did not suggest.
Removing a skill widens who can take the ticket, which is the usual fix for something stuck.
See what a ticket carries
The skills are visible on the ticket. When something has been waiting and nobody has picked it up, look here first: a ticket carrying a skill nobody available holds will wait indefinitely, and nothing flags it.
Fewer skills per ticket
Each skill narrows the pool, and they combine. Two skills means agents who have both, which can be one person or nobody.
Before adding a second skill to a rule, work out how many agents would satisfy both. If the answer is under three, you have built a bottleneck.
Check for stuck tickets
A view of unassigned tickets older than a few hours catches these. In a skills setup that is the report worth having, because the failure mode is silence rather than an error.
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