Routing Attributes

What Are Routing Attributes?

Routing attributes define the criteria used for skill-based routing in Zendesk. They represent properties like language, product expertise, or region that can be matched between tickets and agents to ensure tickets reach the right person.

Enterprise only

Routing attributes are available on Zendesk Enterprise plans. If your plan does not include this feature, Configly detects this automatically and hides it from your navigation.

What Configly Captures

For each routing attribute, Configly stores:

Attribute name
Attribute values -- the possible values for this attribute (also synced as Routing Attribute Values)
Created and updated timestamps

Feature Support

Feature	Supported
Sync	:white_check_mark:
Diff / History	:white_check_mark:
Dependencies	:white_check_mark:
What-If	:white_check_mark:

Common Dependencies

Routing attributes are referenced by:

Triggers -- conditions that check routing attribute values on tickets

Use dependency mapping to see which triggers reference each routing attribute.

Related Objects

Routing Attribute Values -- the values defined for each attribute
Queues -- omnichannel routing queues
Triggers -- rules that check routing attributes

Related to