What is ticket routing?
Ticket routing is the process of assigning each support ticket to the right team or agent, based on rules, skills, availability, workload or AI classification, so customers reach someone who can solve their issue quickly without being transferred.
Methods
| Method | How it works |
|---|---|
| Round robin | Next available agent |
| Skills-based | Match skills to topic |
| Load-based | Least busy agent |
| Rule-based | If tag = billing → billing team |
| AI-based | Model reads ticket and assigns |
Best practices
Combine skills and load, set fallbacks, route VIPs to priority queues and monitor reassignment rates.
