Smart Routing

    Every Ticket, Routed to the Right Person Instantly

    TicketBuddy classifies incoming tickets by topic, priority, and required expertise — routing each one to the right agent before a single second is wasted.

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    Billing complaint routed away from general queue

    Customer

    I've been charged twice for my last order. Please can someone look into this urgently — I've been a customer for 3 years.

    TicketBuddy

    I've flagged this as urgent and routed it directly to our billing team. Given your loyalty as a 3-year customer, a billing specialist will review and contact you within 1 hour. I'm really sorry for this — we'll get it sorted promptly.

    Resolved automatically · Long-standing customer billing dispute classified as "Billing / High Priority" and routed to billing team immediately — not lost in the general queue for 4+ hours.

    95%
    Routing accuracy
    40%
    Faster resolution time
    0
    Dropped tickets
    80%
    Auto-resolved before routing

    How Smart Routing Works

    TicketBuddy classifies incoming tickets by topic, priority, and required expertise — routing each one to the right agent before a single second is wasted.

    AI-Powered Topic Classification

    Every incoming ticket is classified by topic (returns, billing, technical, etc.) automatically — no manual tagging, no misrouted tickets.

    Priority-Based Routing

    High-priority tickets — complaints, urgent requests, high-value customers — are flagged and routed immediately, not buried in a shared queue.

    Skills-Based Agent Assignment

    Define your team's areas of expertise and TicketBuddy routes each ticket to the most qualified available agent automatically.

    See It in Action

    Real examples showing how smart routing handles different scenarios.

    Billing complaint routed away from general queue

    A long-standing customer submits a billing dispute. Without routing, this sits in the general queue for hours.

    Customer

    I've been charged twice for my last order. Please can someone look into this urgently — I've been a customer for 3 years.

    TicketBuddy

    I've flagged this as urgent and routed it directly to our billing team. Given your loyalty as a 3-year customer, a billing specialist will review and contact you within 1 hour. I'm really sorry for this — we'll get it sorted promptly.

    Long-standing customer billing dispute classified as "Billing / High Priority" and routed to billing team immediately — not lost in the general queue for 4+ hours.

    Bug report routed to engineering

    A customer reports a software bug. This needs to go to engineering, not first-line support.

    Customer

    The export function in your dashboard isn't working. When I click Export CSV it downloads an empty file. This is breaking my workflow.

    TicketBuddy

    I've classified this as a potential technical bug with the CSV export function and routed it directly to our engineering support team. They'll investigate and follow up within 4 hours. Could you let us know which browser and OS you're using? That'll help them reproduce it faster.

    Bug report routed to engineering instantly without passing through first-line support. Resolution time reduced. Customer informed of next steps.

    What It Doesn't Do

    Honest limitations — because knowing what a tool can't do is just as important as knowing what it can.

    Routing accuracy depends on how clearly routing categories and rules are defined — vague category definitions lead to misfiled tickets during initial setup

    It cannot make judgment calls on unprecedented ticket types not covered by existing routing rules — new categories must be explicitly defined

    Skills-based routing requires agent availability and skill assignments to be kept current — stale agent skill data leads to misrouting

    How to Get Started

    1. Define Your Team's Skill Areas

      Set up routing categories (returns, billing, technical support, etc.) and assign which agents or teams handle each.

    2. Set Priority Rules

      Define what makes a ticket high priority — specific keywords, customer tier, order value, or negative sentiment.

    3. Let AI Classify and Route

      TicketBuddy classifies every incoming ticket and routes it instantly — no shared queue, no manual sorting.

    Frequently Asked Questions

    How does routing work?
    TicketBuddy reads the ticket content, classifies it by topic and priority using AI, then routes it to the matching agent group based on the rules you define.
    Can I customise routing rules?
    Yes, fully. You define categories, assign agents, set priority triggers, and specify escalation paths. TicketBuddy follows your rules exactly.
    What if the right agent is unavailable?
    TicketBuddy routes to the next available agent in the same skill group, or escalates to a supervisor if the queue exceeds defined thresholds.
    Does it work alongside AI resolution?
    Yes — tickets are first offered to AI for auto-resolution. Those that need a human are then classified and routed to the right agent automatically.

    Explore More Solutions

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    Ready to try Smart Routing?

    TicketBuddy classifies incoming tickets by topic, priority, and required expertise — routing each one to the right agent before a single second is wasted.

    Start Free Trial