Support Ticket Router
Intelligently classifies and routes support tickets to the correct team or agent based on topic, sentiment, and SLA requirements.
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About This Agent
The difference between a good support team and a great one often comes down to routing. When the wrong person handles a ticket, customers wait longer, resolutions are less accurate, and teams feel overwhelmed. Support Ticket Router ensures every ticket lands with the agent best equipped to resolve it, with the right priority attached.
The agent classifies each ticket by topic, product area, and customer sentiment, then matches to the most appropriate team member based on their skills, current workload, and availability. SLA requirements are factored into routing decisions in real time — a high-priority ticket from an enterprise customer always jumps the queue.
Routing decisions are logged and reviewed weekly, with accuracy metrics surfaced so you can continuously refine the routing logic as your team and product evolve.
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