---
Title: "What Is Ticket Routing? Methods and Examples"
Url: "https://computer.io/glossary/ticket-routing"
Topic: "Ticketing"
Description: "Ticket routing automatically assigns support tickets to the right team or agent based on rules, skills, workload or AI. Methods, examples and best practices."
---

# 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.

## FAQ

### What is automatic ticket routing?

Assigning tickets without manual review, using rules or AI.

### What is skills-based routing?

Matching tickets to agents with the right skills, such as language or product expertise.

### How do you measure routing quality?

Track reassignments, transfers and time to first response.

## Related terms

- [Ticket triage](https://computer.io/glossary/ticket-triage)
- [Intent detection](https://computer.io/glossary/intent-detection)
- [Ticket management](https://computer.io/glossary/ticket-management)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Automated ticketing systems](https://devrev.ai/blog/automated-ticketing-systems)
- [Ai support ticket triaging](https://devrev.ai/blog/ai-support-ticket-triaging)