<script type="application/ld+json">
{
 "@context": "https://schema.org",
 "@type": "FAQPage",
 "mainEntity": [{
   "@type": "Question",
   "name": "What is ticket routing?",
   "acceptedAnswer": {
     "@type": "Answer",
     "text": "Ticket routing is the process of assigning support tickets to departments or even individual support agents. Tickets can be routed on the basis of topic, language, channel, urgency, and several other criteria."
   }
 },{
   "@type": "Question",
   "name": "Why is it important to optimize ticket routing?",
   "acceptedAnswer": {
     "@type": "Answer",
     "text": "If your ticket routing processes are not up to the mark, you would essentially be sending your customers through a maze. You don’t want your customers to spend an hour hopping across seven agents before they finally reach someone who is capable of resolving their issue."
   }
 },{
   "@type": "Question",
   "name": "What are the advantages of effective ticket routing?",
   "acceptedAnswer": {
     "@type": "Answer",
     "text": "1. Speed.
2. Balanced workloads.
3. Increased agent productivity.
4. Reduced customer effort.
5. Higher customer satisfaction."
   }
 }]
}
</script>

Ticket routing

What is ticket routing?

Ticket routing is the process of assigning support tickets to departments or even individual support agents. Tickets can be routed on the basis of topic, language, channel, urgency, and several other criteria.

Earlier, ticket routing was majorly a manual process, with help desk agents sorting through tickets that flowed in from multiple channels and assigning them to the department or agent best suited to handle them. Now, automated systems are heavily used for that purpose.

Ticket routing systems are generally used to determine the order in which tickets are to be assigned to agents and departments, and which agents they are to be assigned to.

Why is it important to optimize ticket routing?

If your ticket routing processes are not up to the mark, you would essentially be sending your customers through a maze. You don’t want your customers to spend an hour hopping across seven agents before they finally reach someone who is capable of resolving their issue.

Routing tickets to the right agent the very first time reduces the effort that your customers have to make to find answers to their questions. It increases customer satisfaction and could even improve metrics like your First Contact Resolution Rate.

The advantages of effective ticket routing

Here are the most significant advantages of optimizing your ticket routing process:

1. Speed

Since cases are assigned automatically, your agents don’t have to spend time picking their next ticket. 

2. Balanced workloads

You don’t need to worry about some agents picking only the easy tickets and dumping the complex ones on the other agents.

3. Increased agent productivity

Agents are assigned tickets that they can handle and resolve. They don’t need to waste time only tickets that they cannot resolve, only to end up transferring the conversation to another agent.

4. Reduced customer effort

Customers do not have to spend time and energy explaining their problems to multiple agents, only to be passed on to the next agent. Sending them directly to an agent that can help them would minimize customer effort and frustration.

5. Higher customer satisfaction

Customer satisfaction rates climb when you optimize your ticket routing because your customers can get immediate answers, without having to navigate through multiple support agents.

Types of automated ticket routing

1. Round-robin ticket routing

This technique involves assigning tickets in a circular fashion to the agents who are online. It balances the workload by assigning tickets equally among agents

2. Skill-based routing

Support tickets are routed to agents who have the necessary skills to handle them. A billing-related query will go to an agent that specializes in that, not one that specializes in debugging. Similarly, it can be used to route queries in particular languages to agents who speak those languages.

3. Contextual routing

This is similar to skill-based routing, but here the system understands the context of the query, thereby routing it to a skilled agent. Engati Live Chat supports contextual routing.

4. Location-based routing

This involves setting rules to define that tickets from specific locations are routed to particular agents.

5. Priority-based routing

You can define certain kinds of tickets (like requests from CEOs) to be of higher priority and route them to a special team of agents.

About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

So, are you ready to create unbelievably smooth experiences?

Check us out!

Ticket routing

October 14, 2020

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

What is ticket routing?

Ticket routing is the process of assigning support tickets to departments or even individual support agents. Tickets can be routed on the basis of topic, language, channel, urgency, and several other criteria.

Earlier, ticket routing was majorly a manual process, with help desk agents sorting through tickets that flowed in from multiple channels and assigning them to the department or agent best suited to handle them. Now, automated systems are heavily used for that purpose.

Ticket routing systems are generally used to determine the order in which tickets are to be assigned to agents and departments, and which agents they are to be assigned to.

Why is it important to optimize ticket routing?

If your ticket routing processes are not up to the mark, you would essentially be sending your customers through a maze. You don’t want your customers to spend an hour hopping across seven agents before they finally reach someone who is capable of resolving their issue.

Routing tickets to the right agent the very first time reduces the effort that your customers have to make to find answers to their questions. It increases customer satisfaction and could even improve metrics like your First Contact Resolution Rate.

The advantages of effective ticket routing

Here are the most significant advantages of optimizing your ticket routing process:

1. Speed

Since cases are assigned automatically, your agents don’t have to spend time picking their next ticket. 

2. Balanced workloads

You don’t need to worry about some agents picking only the easy tickets and dumping the complex ones on the other agents.

3. Increased agent productivity

Agents are assigned tickets that they can handle and resolve. They don’t need to waste time only tickets that they cannot resolve, only to end up transferring the conversation to another agent.

4. Reduced customer effort

Customers do not have to spend time and energy explaining their problems to multiple agents, only to be passed on to the next agent. Sending them directly to an agent that can help them would minimize customer effort and frustration.

5. Higher customer satisfaction

Customer satisfaction rates climb when you optimize your ticket routing because your customers can get immediate answers, without having to navigate through multiple support agents.

Types of automated ticket routing

1. Round-robin ticket routing

This technique involves assigning tickets in a circular fashion to the agents who are online. It balances the workload by assigning tickets equally among agents

2. Skill-based routing

Support tickets are routed to agents who have the necessary skills to handle them. A billing-related query will go to an agent that specializes in that, not one that specializes in debugging. Similarly, it can be used to route queries in particular languages to agents who speak those languages.

3. Contextual routing

This is similar to skill-based routing, but here the system understands the context of the query, thereby routing it to a skilled agent. Engati Live Chat supports contextual routing.

4. Location-based routing

This involves setting rules to define that tickets from specific locations are routed to particular agents.

5. Priority-based routing

You can define certain kinds of tickets (like requests from CEOs) to be of higher priority and route them to a special team of agents.

Share

Continue Reading