Ticket routing is the mechanism by which incoming support requests are assigned to the most appropriate agent or team. Routing can be manual (a triage agent reads and assigns each ticket) or automated using rules based on attributes like channel, language, keyword, customer tier, or issue category.
Common routing methods:
- Skills-based routing: matches tickets to agents with relevant expertise (e.g., billing, technical)
- Round-robin: distributes tickets evenly across available agents
- Priority-based routing: elevates tickets from high-value customers or with urgent keywords
Effective routing directly impacts first response time (FRT), first contact resolution (FCR), and agent workload balance. A mis-routed ticket wastes handle time, increases transfers, and frustrates customers. Teams evaluate routing quality by tracking transfer rate and reassignment rate alongside FCR.