Ticket Routing

Automatically route support tickets to the right team based on category, priority, and skills.

Integrations: Zendesk, Slack

When to Use

• Support tickets need automated triage and routing
• Response times are slow due to manual ticket assignment
• The user mentions "ticket routing", "triage", or "support queue"

Steps

Step 1: Define Categories and Rules

Set up ticket categories with routing destinations.

Step 2: Configure Priority Levels

Define priority tiers with SLA targets and escalation rules.

Step 3: Enable Auto-routing

Activate content-based routing with skill matching.

Output

Deliver:

• Routing rules configuration
• Priority escalation policies
• Routing performance metrics