Ticket Routing & Escalation

• Description:

  Automates the assignment and escalation of customer support tickets to the appropriate team or agent. The system analyzes ticket content, priority, and past interactions, then routes it to the correct department or individual. It also triggers escalations for unresolved or high-priority tickets, ensuring timely resolution and consistent service quality.

• Flow:

  Incoming ticket (email, chat, web form, CRM) → Analyze content, keywords, and priority → Match ticket to the best-fit agent/team based on skills or workload → Assign and notify agent → Monitor ticket response time → Trigger automatic escalation for overdue or high-priority tickets → Update CRM/dashboard with status and resolution.

• Use Case:

  Customer support centers, helpdesks, and service teams that handle high volumes of tickets and need to ensure proper routing, faster response, and timely resolution without manual tracking.

• Value:

  Improves response times, reduces misrouted tickets, ensures SLA compliance, enhances customer satisfaction, optimizes agent workload distribution, and provides management with clear visibility into support performance.