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February 21, 2023

What is Ticket Routing?

Ticket routing is a process that involves directing customer inquiries, requests, or complaints to the appropriate person or team within an organization to handle the issue. In a customer service or support context, ticket routing usually involves receiving and assigning incoming tickets to the appropriate customer service representative or team based on the nature of the request and the skills and availability of the agents.

Ticket routing can be done manually, where a support representative assigns tickets based on their own judgment, or it can be automated through ticket routing software. Automated ticket routing software typically uses pre-set rules and algorithms to automatically assign tickets based on various factors, such as the customer's issue, the language of the inquiry, or the expertise of the support agent. 

Automated ticket routing offers a number of benefits for businesses that rely on ticketing systems to manage customer inquiries, support requests, or other issues. Some of the main benefits of automated ticket routing include:

  1. Improved efficiency: Automated ticket routing saves time and resources by automatically assigning incoming tickets to the most appropriate agent or team, reducing the need for manual ticket handling and reassignment.

  2. Faster response times: By routing tickets more quickly and accurately, businesses can reduce response times and improve customer satisfaction.

  3. Consistency: Automated ticket routing ensures that all incoming tickets are handled according to the same criteria and rules, promoting consistency in the support process.

  4. Better resource allocation: Automated ticket routing allows businesses to allocate resources more effectively by ensuring that tickets are assigned to the most appropriate agent or team based on their expertise, availability, and workload.

  5. Increased productivity: By automating ticket routing, agents can spend less time on manual tasks like ticket assignments and more time on resolving customer issues.

The Takeaway

Ticket routing is commonly used in customer service, technical support, and IT help desk operations, where there are high volumes of incoming tickets that need to be managed and resolved in a timely manner. By routing tickets to the most appropriate person or team, companies can improve customer satisfaction, reduce response times, and improve overall efficiency.

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Guido Bartolacci

Guido is Head of Product and Growth Strategy for New Breed. He specializes in running in-depth demand generation programs internally while assisting account managers in running them for our clients.


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