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Glossary

What is Ticket Routing?

In customer support, ticket routing is the process of assigning a new customer query (ticket) to the department or even an agent who is suitable to solve that query.


Initially, this process was done manually which means help desk agents collect all the customer queries (tickets) across all the channels. And then, categorize them according to their criteria including topic, channel, language, customer revenue, sentiment, urgency, etc. 


After that, agents route those tickets to the appropriate person or team. Hence, it aims to ensure that every customer query finds the right support agent instantly.

What is the Importance of Ticket Routing?

Even though ticket routing takes place fully in the background, it is essential for raising customer satisfaction. The shortest time for a ticket to reach the appropriate agent has an impact on metrics like first response time (FRT), first contact resolution rate (FCRR), and overall resolution rate. 


On the other side, a misrouted ticket can take a customer from agent to agent in a never-ending quest for the right person or division, which would decrease their satisfaction.

How is Artificial Intelligence (AI) the Game Changer in Ticket Routing?


The issue is that relying on human routing has drawbacks: it is a time-consuming procedure that is challenging to scale; it is a monotonous and boring job for the agents; they may make sorting errors that have long-term repercussions. But for AI-powered automation, ticket routing is a great target.


The help desk can automatically analyze and categorize incoming requests using machine learning techniques, guaranteeing that the right person receives them in record time, around the clock.


Automated ticket routing can help increase efficiency, speed, and, ultimately, customer satisfaction. It is incredibly scalable by definition. Additionally, it enables agents to focus their time on more interesting and beneficial activities.

What is the Role of Ticket Routing in Customer Service?

When you put yourself in your customers' shoes then you will realize that nothing is worse than having your favorite brand disregard you. Even the most logical person may become irritated by long hold times, cranky agents, and department transfers.


But why is this taking place? Why, even after years of practice, are reflexes slow?


The lack of automation technology is one argument that might apply. Without a proper system, tickets can be issued, which can lead to misunderstanding among staff members, overworked agents, and disgruntled customers.


You may relax knowing that a ticket routing system will assign an owner to each customer service request or issue. Always provide the right ticket to the right person at the right time. Meanwhile, ticket routing is a small feature of the help desk but it plays a vital role in the success of the customer service.

What are the Key Gains of Ticket Routing?

Well, there are various key gains of ticket routing. Some of them are the following. So, let’s have a look at them!


  • It reduces the response/resolution time of a ticket.


  • It reduces human errors and builds a fair ticket distribution process.


  • Ticket routing helps agents to focus on some other essential tasks.


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