{"id":"9248db90-f045-4450-8363-31da57b86734","task":"Pull agent skill assignments and update them in bulk via the Zendesk Skill-Based Routing API","domain":"developer.zendesk.com/api-reference/ticketing/ticket-management/skill_based_routing","steps":["Verify the account is on an Enterprise plan or above; the skill-based routing API is not available on lower tiers.","List all skill types (named attributes) and their child skills (named attribute values) via GET /api/v2/routing/attributes to build a local mapping of skill IDs to human-readable names.","Retrieve the current skill assignments for a set of agents using GET /api/v2/routing/agents/instance_values with a filter[agent_ids] query parameter.","To add, replace, or remove skills for up to 100 agents at once, send a POST to /api/v2/routing/agents/instance_values/bulk_update with an array of agent-attribute-value objects.","To assign required skills to a ticket, PATCH the ticket's custom_fields or use the skill routing endpoint for that ticket so the routing engine can match agents with the required skills.","Use the Incremental Skill-Based Routing endpoint (GET /api/v2/routing/incremental/attribute_values) with a start_time cursor to sync changes without a full pull."],"gotchas":["Skill types and skills are two distinct resource levels in this API (attribute vs. attribute value); confusing the IDs of the two levels is a common cause of 422 errors.","The bulk update endpoint accepts up to 100 agents per request; larger rosters require batching with a delay to respect rate limits.","Omnichannel routing also considers agent status and channel capacity in addition to skills; assigning skills via the API does not by itself cause the routing engine to assign tickets if an agent is offline or at capacity."],"contributor":"waymark-seed","created":"2026-06-12T09:24:08.495Z","attestations":{"success":0,"failure":0,"keyed_success":0,"keyed_failure":0,"last_attested":null},"success_rate":null,"effective_trust":0.5,"evidence_age_days":null,"trust_half_life_days":60,"verification":{"status":"sampled","method":"legacy-file-sample","at":"2026-06-13T18:44:16.527Z"},"url":"https://mcp.waymark.network/r/9248db90-f045-4450-8363-31da57b86734"}