Intelligent routing of support tickets based on category and urgency

Purpose

1.1. Automate support ticket routing in the Agenzia Entrate context by intelligently classifying cases based on both category (e.g., tax disputes, refunds, compliance queries) and urgency (critical, high, normal, low) to ensure relevant teams respond efficiently, minimizing delays and optimizing service to citizens and businesses.
1.2. Leverage text analysis, rules engines, and integrations for omni-channel inputs (email, webform, chat, voice transcriptions) to categorize and route with minimal manual intervention and clear audit trails.

Trigger Conditions

2.1. New support inquiry submitted via official government portal, email, live chat, phone (transcribed), or third-party input.
2.2. Status updates (e.g., urgency escalated by the citizen, incomplete documentation, SLA breach detection).
2.3. Admin-triggered rerouting or manual classification override.

Platform Variants

3.1. Microsoft Power Automate
• Feature/Setting: Use “When a new email arrives” (Outlook), connect to Microsoft Cognitive Services Text Analytics API for category/urgency analysis, then route via conditional branching.
3.2. ServiceNow
• Feature/Setting: Configure Flow Designer, inbound email actions, and Decision Tables for dynamic assignment based on detected category/urgency fields.
3.3. Zendesk
• Feature/Setting: Use Triggers/Automations with custom ticket fields and Webhooks for real-time ticket assignment to correct queues/groups.
3.4. Salesforce Service Cloud
• Feature/Setting: Einstein Case Classification to analyze and auto-populate case fields; Assignment Rules based on urgency/category; Omni-Channel for routing.
3.5. Freshdesk
• Feature/Setting: Intelligent Automations > Ticket Dispatch’r with scenarios for keyword and sentiment-based routing; integration with chat and email.
3.6. Jira Service Management
• Feature/Setting: Add Automation Rules for issue creation, using Smart Values for category and urgency detection, then auto-assign.
3.7. IBM Watson Assistant
• Feature/Setting: Analyze incoming chat sessions; use Watson NLU for intent and urgency; invoke REST webhook to route ticket.
3.8. Google Cloud Functions
• Feature/Setting: Set up HTTP-triggered function; ingest case details, call Google Natural Language API for analysis, forward to outbound API queue.
3.9. Twilio Studio
• Feature/Setting: Build Flow with “Split Based On” node; direct SMS/Voice inquiries into support workflows depending on keyword and urgency detection.
3.10. Intercom
• Feature/Setting: Operator bot with Custom Rules, API-based tag assignment, auto-route to expert teams based on tags.
3.11. Genesys Cloud
• Feature/Setting: Architect Flows with Speech/Text Analytics; use Contact Center routing rules configured via APIs.
3.12. Kustomer
• Feature/Setting: Rule-based Workflow Engine; configure keyword/urgency triggers and assign to queues.
3.13. Zoho Desk
• Feature/Setting: Blueprint Automation; Rule triggers based on custom fields “Category” and “Urgency,” with auto-assignment logic.
3.14. HubSpot Service Hub
• Feature/Setting: Conversations Routing; configure automated rules to route chat/email tickets to teams based on priority and topic fields.
3.15. PagerDuty
• Feature/Setting: Event Rules Engine; API-integration for ticket creation and urgency classification before notifying responders.
3.16. Slack (via Workflow Builder and Apps)
• Feature/Setting: Set message triggers in dedicated channels; use app integrations to classify and forward tickets for follow-up.
3.17. Asana
• Feature/Setting: Use Rules to auto-assign new form submissions; integrate with NLP APIs to parse and tag for urgency/category.
3.18. BMC Helix ITSM
• Feature/Setting: Use AI Service Management; configure intent/urgency auto-categorization, Smart Assignment Rules in workflows.
3.19. Amazon Connect
• Feature/Setting: Contact Flows with AWS Lambda/Comprehend for natural language urgency detection, conditional routing blocks.
3.20. Monday.com
• Feature/Setting: Automations for status change and form submission; integration with NLP tools for category mapping.
3.21. Mailgun
• Feature/Setting: Route inbound support emails using Sieve filters and Webhooks forwarding to parsing/LMS engine for category/urgency analysis.
3.22. Google Dialogflow
• Feature/Setting: NLP Intent detection with fulfillment webhook to classify incoming tickets by topic/priority, pass to orchestration lane.

Benefits

4.1. Reduced response times; ensures high-priority/complex cases reach specialist agents first.
4.2. 24/7 processing with uniform rules; eliminates manual triage inconsistencies.
4.3. Comprehensive auditability and tracking for compliance in government/tax processes.
4.4. Frees staff for complex casework, improving user satisfaction and public trust.
4.5. Scalable for local/regional offices; adapts as new ticket channels emerge.