What’s Ticket Routing?

Ticket routing, also known as ticket assignment, is the process of tagging incoming tickets and assigning them to team members best equipped to handle them. For example, a customer service agent at a SaaS company might tag incoming tickets based on their topic (Bug Issues, Registration Issues, Payment Issues, etc), and then route them to the IT, accounts, or product department. Efficient ticket routing ensures that every request your team receives has a relevant owner. 

Why Does Ticket Routing Matter?

Simply put, ticket routing matters because it affects the customer experience. Just consider these statistics:

• 67% of customers will abandon their call if they can’t reach a customer support agent fast enough. (Glance)
• 96% of consumers expect companies to make it easy to switch channels without the need to repeat information. (NICE CXone)
• 83% of customers expect to engage with someone immediately when contacting a company. (Salesforce)
• Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. (Zendesk)

Delays in assignment to the right personnel lead to delays in resolution. Being contacted by multiple support agents until the team who can actually solve the issue is identified as frustrating for end-users. Once a support agent knows that they do not have the necessary skills, they may not have a sense of urgency when reassigning the ticket to a team that does, which delays resolution. In some cases, the ticket may inadvertently be reassigned to the wrong support team, further exacerbating the delay. This approach simply does not scale, and all of these issues are common sources of customer dissatisfaction and missed service targets.

Challenges of Manual Ticket Routing 

Even though most companies use different help desk solutions to manage high volumes of tickets, tagging and routing them is still a very manual process in most cases. However, manual ticket routing is a time-consuming, highly inefficient, and error-infested tactic. Agents waste a ton of time on ticket distribution instead of resolving real issues customers have. Not to mention, improper or delayed tagging leads to bottlenecks, delayed response times, and incorrect allocation of time.

Ticket routing is one process that many businesses fail to get right, and yet it’s so simple, especially when you have the right tools in place.

What’s Automated Ticket Routing?

Introducing automated ticket routing with machine learning….

Automated ticket routing is the process of automatically assigning tickets to relevant agents based on their skills, experience, or knowledge.  With automated ticket routing, your support agents don’t have to scan the ticket queue to assign themselves cases constantly. They can simply log in to their dashboard and work on the tickets that have been assigned to them by the system. 

Automated routing differs from traditional routing in that it uses machine learning to detect patterns in historical data. In other words, automated ticket routing learns from examples. The predictive algorithm then uses these sources to build a model that predicts the intent of a customer's interaction. 

Moreover, ticket attributes can be used intelligently to route the ticket to the appropriate support team. Attributes of tickets, such as topic, language, sentiment, urgency, and more can be used for automatic routing to the team that has the necessary skills. 

Automated ticket routing is a great solution for businesses that receive a large volume of customer queries regularly. It allows support teams to tag tickets in real-time saving your agents valuable hours that they can use to focus on nurturing customer relationships. 

Benefits of Automated Ticket Routing

1. Reduced ticket response/resolution time

One of the most important benefits of automated ticket routing is speed and accuracy. Scanning through a huge pile of tickets is time-consuming. However, when you automate this process, agents can focus on the tickets that have already been assigned to them rather than sorting and picking tickets. By saving time, agents can quickly respond to tickets and resolve them at the earliest opportunity.

2. Eliminates human errors

When tickets are manually assigned, it can create a lot of confusion. Imagine an agent who receives a technical ticket for which he has no necessary skill or knowledge. An automated ticket routing system can help you avoid such blunders. 

3. Time saving to focus on other important tasks

Manual ticket assignment can be a productivity killer. Agents get so busy picking and sorting tickets that they can lose track of the most important thing – delightful customer service. With automated ticket routing in place, you can enhance the overall efficiency of your customer service team. Agents can better organize their work, quickly resolve their ticket queue, and save enough time to focus on other high value tasks.

4. Reduced employee attrition

By eliminating the repetitive and mundane process of manual ticket routing, agents no longer have to spend hours each day on low complexity tasks. Instead, agents can focus on what they do best - building strong bonds with customers. As a result, your support team’s experience will significantly improve. And, one thing is certain… happier customer service agents means happier customers. 

5. Increased customer satisfaction

All these above-mentioned benefits finally lead to the main objective – customer satisfaction. When customers receive faster responses, the likelihood of their experience being delightful increases. Therefore, when you have automated routing in place, instead of focusing on the next case, customer service reps can stay in the present and offer their undivided attention to the customer.

Inserted in Automated Ticket Routing?

Y Meadows AI tool integrates with your existing ticketing system or shared inbox to intelligently read and interpret written messages. Once the AI model has identified the intent of the message, it will then tag the message. Using the tag, the AI model will automatically route the message to the appropriate agent or team allowing your support team to focus on higher value tasks. 

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