Smart assignment of support tickets to agents based on expertise

Purpose

1.1. Automate intelligent routing of appliance support tickets to agents matching specific product expertise, language proficiency, past experience, availability, and workload balance.
1.2. Reduce customer wait times and optimize first-contact resolution rates.
1.3. Ensure equitable task distribution, minimize ticket bounce/transfer, and leverage AI to analyze ticket metadata and historical resolution patterns for better matching.

Trigger Conditions

2.1. New customer support ticket received (via email, chat, phone, or portal).
2.2. Ticket includes required metadata (product, issue type, urgency, customer language, etc.).
2.3. Agent availability and expertise data updated in real time.

Platform Variants

3.1. Zendesk
 • Feature/Setting: Ticket Routing Triggers & Skills-based Routing API; configure webhook rule for new ticket and assign to agent with matching skilltag.
3.2. Freshdesk
 • Feature/Setting: Automations > Ticket Assignment; set 'Agent Skills' and auto-assign based on ticket fields.
3.3. ServiceNow
 • Feature/Setting: Assignment Rules > Advanced Work Assignment; configure routing logic via REST API and assignment group.
3.4. Salesforce Service Cloud
 • Feature/Setting: Omni-Channel Routing; configure 'Skills-Based Routing' in Setup and link to agent skills profiles.
3.5. Zoho Desk
 • Feature/Setting: Workflow Rules > Assign to Agent; use 'Auto-Assign' with custom criteria.
3.6. Jira Service Management
 • Feature/Setting: Automation Rules > Assign Issues; use 'Smart Assignment' based on skill labels.
3.7. Intercom
 • Feature/Setting: Workflows > Assignment Rules; set 'Routing Conditions' based on conversation tags and agent skills.
3.8. Microsoft Dynamics 365 Customer Service
 • Feature/Setting: Unified Routing; map custom skills to tickets and enable automatic selection.
3.9. Kayako
 • Feature/Setting: Workflows > Assignment Rules; trigger assignment based on category and agent attributes.
3.10. Help Scout
 • Feature/Setting: Workflows > Auto-Assign; conditions to assign based on mailbox, tag, or custom fields.
3.11. LiveAgent
 • Feature/Setting: Automated Ticket Distribution; set department and skill rules for agent assignment.
3.12. Gorgias
 • Feature/Setting: Rules > Auto Assign; configure rule matching product, language, and agent expertise.
3.13. HappyFox
 • Feature/Setting: Smart Assignment > Round Robin or Skill-based; map ticket fields to agent profile.
3.14. HubSpot Service Hub
 • Feature/Setting: Workflows > Ticket Assignment; define rules for auto-assign based on properties.
3.15. Front
 • Feature/Setting: Rules > Assign to Teammate; condition on tags, channel, or keyword.
3.16. SugarCRM
 • Feature/Setting: Workflow Management > Assignment Rules; custom logic to auto-assign based on attributes.
3.17. Kustomer
 • Feature/Setting: Routing & Assignment Engine; set skills and segment-based routing rules.
3.18. Freshservice
 • Feature/Setting: Dispatch’r Rules; trigger workflow to assign tickets matching agent properties.
3.19. SAP Service Cloud
 • Feature/Setting: Intelligent Ticket Routing; utilize AI to match ticket to agent skillset via configuration.
3.20. Genesys Cloud CX
 • Feature/Setting: ACD Skills-based Routing; configure queue with defined agent skills and assignment strategies.
3.21. Talkdesk
 • Feature/Setting: Skills-based Routing; use Admin > Routing settings to match ticket type to agent expertise.
3.22. RingCentral Engage Digital
 • Feature/Setting: Assignment Rules Engine; define agent skills for automatic routing on channel interactions.

Benefits

4.1. Faster ticket resolution through expertise-matched assignment.
4.2. Removes manual triage, reducing errors and operational overhead.
4.3. Improves customer satisfaction with faster, more accurate support.
4.4. Balances agent workload for optimal team performance.
4.5. Enables robust metrics for process improvement.