Ticket Routing & Priority Management

Efficiently manage support tickets with intelligent routing, priority assignment, and automated escalation to ensure timely resolution and customer satisfaction.

Key Features

• Intelligent routing - Route tickets to appropriate agents based on expertise
• Priority assignment - Automatically assign priority levels based on urgency
• SLA monitoring - Track response and resolution times
• Escalation automation - Escalate overdue or high-priority tickets
• Agent workload balancing - Distribute tickets evenly among agents

Requirements

• Support ticketing system (Zendesk, Freshdesk, or similar)
• Agent skill and availability data
• SLA and escalation rules

Workflow Steps

1. Receive ticket - Capture incoming support requests
2. Analyze content - Determine category and urgency
3. Assign priority - Set priority level based on criteria
4. Route to agent - Assign to appropriate support agent
5. Monitor progress - Track ticket status and resolution time
6. Escalate if needed - Escalate overdue or critical tickets