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Ticket Triage & Routing

The Ticket Triage & Routing agent automatically reads incoming support tickets, predicts their topic and priority level, and routes them to the appropriate queue instantly. It suggests relevant response templates and knowledge base articles to speed resolution, significantly reducing first-response time and improving SLA adherence.

The Problem

  • •Manual ticket routing is slow
  • •Tickets go to wrong queues
  • •No template suggestions
  • •Poor SLA adherence

Benefits

  • •Instant intelligent routing
  • •Predicts priority automatically
  • •Suggests templates and articles
  • •Improves SLA adherence
Trigger
1

New support ticket created

2

Gather ticket content, customer information, and historical data

3

Enrich with knowledge base articles and similar resolved tickets

4

Analyze ticket topic and predict priority level

5

Route to appropriate queue based on topic and priority

6

Suggest response templates and knowledge articles

7

Deliver ticket to assigned agent with suggested resources

How It Works?

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