Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Skills can narrow views instead of driving assignment, which suits teams that still want agents to choose.
What standalone means
Skills without omnichannel routing. Tickets carry skills, and views filter on them, so an agent sees the work they can do. Nothing is assigned automatically; they still pick.
Build a skills-based view
- Set up skills and put them on tickets by rule.
- Create a view with a condition on skills.
- Share it with the relevant group.
- Check the preview shows what you expect.
Two kinds of view
- Conditioned on a specific skill, such as a Dutch queue. Clear, and one view per skill.
- Matching the viewer's own skills, so one view serves everybody and each person sees what they can handle.
The second scales better. The first is easier to explain and easier to supervise.
Why choose this over full routing
- You want the benefit of skills without taking choice away from agents.
- Your team is small enough that assignment is not the problem.
- You are introducing skills gradually and want to see how they behave first.
That last one is a good reason. Skills in views is a low-risk way to find out whether your skills model matches reality before it decides who gets what.
Validate the views
A skills-based view that returns nothing usually means tickets are not getting the skill, not that there is no work. Check a recent ticket for its skills before assuming the view is wrong.
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