Customer Support & ServicePurpose
1.2. Minimize manual triage, reduce errors, and classify tickets by subject, product, or urgency.
1.3. Enable seamless handoff between support, technical, delivery, and finance teams based on ticket content.
1.4. Ensure all incoming support requests—regardless of channel—are categorized, prioritized, and dispatched in real time.
Trigger Conditions
2.2. Ticket created in helpdesk, CRM, or messaging system.
2.3. Changes to ticket fields (e.g., topic, urgency, customer type) or status.
2.4. Scheduled sweeps for unassigned tickets every X minutes.
Platform Variants
3.1. Zendesk
• Feature/Setting: Ticket Routing Rules
• Sample: Configure triggers based on tags, subject, or requester fields to auto-assign tickets.
3.2. Salesforce Service Cloud
• Feature/Setting: Assignment Rules
• Sample: Set case assignment rules using subject keywords or case origin.
3.3. Freshdesk
• Feature/Setting: Dispatch’r Rules
• Sample: Create rules to auto-route based on ticket group, product, or keywords.
3.4. Microsoft Dynamics 365
• Feature/Setting: Automatic Record Assignment
• Sample: Use workflows to distribute cases to departments based on criteria.
3.5. ServiceNow
• Feature/Setting: Assignment Rules
• Sample: Configure logic to assign incidents based on categories and impact.
3.6. Jira Service Management
• Feature/Setting: Automation Rules
• Sample: Set automation for assignment when new tickets match specific labels.
3.7. Intercom
• Feature/Setting: Inbox Routing
• Sample: Route conversations using custom rules or attributes.
3.8. HubSpot Service Hub
• Feature/Setting: Ticket Automation
• Sample: Automate ticket assignment triggered by ticket properties.
3.9. Zoho Desk
• Feature/Setting: Workflow Assignment
• Sample: Send tickets to departments using rules on channel or subject line.
3.10. HappyFox
• Feature/Setting: Smart Rules
• Sample: Trigger assignment on ticket creation using drop-downs or categories.
3.11. Kayako
• Feature/Setting: Automated Workflows
• Sample: Assign tickets on entry point via channel rules.
3.12. Front
• Feature/Setting: Routing Rules
• Sample: Use keywords to send tickets to the right team inbox.
3.13. Gorgias
• Feature/Setting: Rule-Based Assignment
• Sample: Match messages to teams; use intent detection.
3.14. Kustomer
• Feature/Setting: Routing Rules
• Sample: Assign with customer profile data and inquiry tags.
3.15. Freshservice
• Feature/Setting: Ticket Dispatch
• Sample: Configure auto-routing on new ticket’s IT service type.
3.16. Slack
• Feature/Setting: Workflow Builder + Apps
• Sample: Parse specific support channels and assign via form workflow.
3.17. monday.com
• Feature/Setting: Automations
• Sample: Auto-move item to department board when status/task type changes.
3.18. Google Workspace (Gmail + Apps Script)
• Feature/Setting: Filter + Apps Script
• Sample: Script parses support email and forwards to department aliases.
3.19. Outlook 365
• Feature/Setting: Flow Rules + Power Automate
• Sample: Trigger assignments based on message body or sender domain.
3.20. Genesys Cloud
• Feature/Setting: Routing and Queues
• Sample: Route interactions to teams by message content.
3.21. SAP Service Cloud
• Feature/Setting: Incident Assignment Rules
• Sample: Logic-based assignment using incident type and priority.
3.22. Oracle Service Cloud
• Feature/Setting: Business Rules
• Sample: Apply department assignment on incident creation with field matching.
Benefits
4.2. ensures consistency in escalation and triage
4.3. minimizes manual handling and human error
4.4. improves analytics on departmental ticket volumes
4.5. streamlines multi-channel support into unified workflows
4.6. supports geo-based or product-based assignment as business scales