Ticket Routing

What is ticket routing?

Routing answers two questions for every new conversation: which team should own it, and which person on that team should pick it up. The first is usually rule-based: billing questions to finance, enterprise customers to a dedicated team, German messages to the German-speaking team. The second is an assignment method such as round robin or least-loaded.

Common routing rules

Route on what you know at the start: the channel, the customer's plan or company, the page they wrote from, the answers to an intake form, or a classification of the message. Keep the rules few and visible. A routing setup nobody understands is one nobody can fix.

Keeping it fair and fast

Only assign to people who are online. Balance by current workload, not just turns. Have a default team for anything that matches no rule, so nothing lands nowhere.

Routing in Quackback

In Quackback, a conversation can be assigned to a teammate and a team independently. Auto-assign can hand new conversations to the least-loaded teammate who is online. On Business and up you get teams and routing: a default team for anything unassigned, distribution within each team by round robin, by workload or by hand, and workflows that route on conditions like the customer's or company's attributes, their segment, tags, the message text or your office hours, applying an SLA policy as they assign.