Ticket Routing

Ticket Routing is the process of directing customer support requests or inquiries to the most appropriate agent, team, or department based on predefined rules, skills, or priorities. It ensures that issues reach the right resource quickly for efficient resolution.

In contact centers, effective ticket routing reduces response times, minimizes back-and-forth transfers, and improves first contact resolution.

For example, a billing-related query can be automatically routed to a finance-trained agent, while a technical issue is routed to a support specialist. By optimizing ticket flow, businesses enhance operational efficiency, agent productivity, and overall customer satisfaction.