Routing tickets efficiently is crucial for providing timely and effective customer support. In this guide, we'll walk you through the steps to configure routing for messaging tickets in Zendesk, ensuring that they reach the right agents quickly. This article will cover the following topics: 

1. Understand the routing options
2. Configure routing triggers for Messaging

Understand the routing options

Zendesk provides several ways to route tickets, including skills-based routing, round-robin assignments, and group-based assignments via triggers. In this scenario we're going to be utilising Zendesk triggers to build the routing workflow for Messaging tickets. 

Pre-requisite:

• Identify an existing group which your Messaging tickets will route to or create a new group called Messaging. 
• If you create a new group, don't forget to add your Messaging agents to the group. 

Configure routing triggers for Messaging

We're going to create 2 triggers for Messaging named:

1. Assign messaging conversations to the Messaging group
2. Add tag to Messages received outside of business hours

Configure the routing triggers

To start, log in to your Zendesk account and navigate to the Admin Center. From there, follow these steps:

1. Navigate to Admin icon (a gear symbol) on the sidebar. > Under the Business rules section > select Triggers.
2. Click the Add Trigger button in the upper right corner.
3. Give your new view a name = Assign messaging conversations to the Messaging group
4. Create the trigger conditions and actions per the below details.
5. Click Save. Your new trigger will be active by default and will begin to run when a new Messaging ticket is received.

Trigger conditions:

Test your trigger

Once you've created your new routing trigger, it's always best to test it. You can arrange for someone to submit a test message via the Messaging widget, have an agent accept the incoming Message and confirm it is routed automatically to the correct group which you have set into the trigger. 

One the Messaging ticket itself, you can also open the ticket events to check that the trigger fired off on the ticket. 

Rinse & Repeat

You can now rinse and repeat the above steps to create the remaining trigger - Add tag to Messages received outside of business hours. Below are the conditions & actions required for each of the trigger.