How does ticket routing work?

Ticket routing automatically assigns tickets to agents based on skills, workload, priority, or rules to ensure fast, accurate handling.

What are the main routing methods?

Main methods include skill-based, load-balanced, round-robin, geographic, and priority-based routing.

How Ticket Routing Works

Ticket routing automatically assigns incoming support requests to the right agent or team based on rules, skills, workload, or ticket attributes. Effective routing reduces response time and ensures issues are handled by the most qualified resources.

Routing Methods

Skill-based: Matches ticket category to agent expertise
Load-balanced: Distributes tickets evenly across agents
Round-robin: Cycles assignments sequentially
Geographic: Routes by customer or agent location
Priority-based: Sends urgent tickets to senior agents

How Automation Powers Routing

Rules engines evaluate ticket fields (keywords, sender, product, priority) and trigger assignments instantly. Machine learning can optimize routing based on past resolution success.

Benefits

Faster first response times
Higher resolution rates
Reduced agent overload
Improved SLA compliance

Expert Insight

Zendesk highlights that automated routing can cut assignment time by up to 80%.

Learn Automation Basics

Explore workflow automation on Wikipedia.

How TicketingNext Routes Tickets

TicketingNext uses rule-based, skill-based, and AI-assisted routing to assign tickets instantly. See TicketingNext features or browse use cases.

Need smart routing? Contact our team.