Ticket Routing
Last updated March 25, 2026
Ticket routing is the process of automatically assigning incoming support tickets to the most appropriate agent or team based on topic, priority, and skills.
Ticket routing uses rules or AI to assign incoming support requests to the right agent, team, or queue. AI-powered routing analyzes ticket content, detects intent and sentiment, checks agent skills and availability, and assigns accordingly. This reduces misrouting, improves first-contact resolution, and ensures specialists handle complex issues. Tools like Forethought, SentiSum, and Aisera specialize in intelligent routing.
Related Tools
Related Terms
Frequently Asked Questions
How does AI routing differ from rule-based routing?
Rule-based routing uses fixed rules like keywords. AI routing understands intent, sentiment, and context to make smarter assignments that adapt over time.
Can AI route tickets to specific agents?
Yes. AI can match tickets to agents based on skills, language, past performance with similar issues, and current workload.
What is the ROI of AI ticket routing?
Teams report 20-40% improvement in first-contact resolution and 15-25% reduction in handling time through better routing.