| name | ticket-routing |
| displayName | Ticket Routing |
| tagline | Automatically route support tickets to the right team based on category, priority, and skills. |
| description | Routes incoming support tickets to the appropriate team or agent based
on ticket content analysis, category detection, priority assessment,
and agent skill matching. Reduces response time by eliminating manual
triage and ensures tickets reach the right person on the first try.
|
| department | ["Customer Support","Operations"] |
| use_cases | ["Ticket Management","Support Automation","Customer Experience"] |
| tools_required | ["Zendesk MCP","Slack MCP"] |
| agents_compatible | ["Claude / Claude Code","Cursor","Windsurf","ChatGPT","Any MCP-compatible agent"] |
| author | Webrix |
| verified | true |
| updatedAt | "2026-05-08T00:00:00.000Z" |
| version | 1.0.0 |
| exampleInput | Set up ticket routing for our support team.
Categories: Billing, Technical, Account, Feature Request.
Priority: P1 (outage), P2 (broken feature), P3 (general), P4 (question).
|
| exampleOutput | Ticket Routing Configuration
ROUTING RULES
Billing Issues -> Billing Team (avg response: 2h)
Technical Bugs -> Engineering Support (avg response: 4h)
Account Issues -> Account Management (avg response: 1h)
Feature Requests -> Product Team (weekly review batch)
PRIORITY ESCALATION
P1 (Outage): Immediate Slack alert #incidents + page on-call
P2 (Broken): Route to senior agent, 4h SLA
P3 (General): Standard queue, 24h SLA
P4 (Question): Knowledge base suggestion first, 48h SLA
LAST WEEK STATS
Total Tickets: 284
Auto-routed: 256 (90%)
Misrouted: 8 (3%) — rules updated
Avg First Response: 3.2h (SLA target: 4h)
|
Ticket Routing
Automatically route support tickets to the right team based on category, priority, and skills.
Integrations: Zendesk, Slack
When to Use
- Support tickets need automated triage and routing
- Response times are slow due to manual ticket assignment
- The user mentions "ticket routing", "triage", or "support queue"
Steps
Step 1: Define Categories and Rules
Set up ticket categories with routing destinations.
Step 2: Configure Priority Levels
Define priority tiers with SLA targets and escalation rules.
Step 3: Enable Auto-routing
Activate content-based routing with skill matching.
Output
Deliver:
- Routing rules configuration
- Priority escalation policies
- Routing performance metrics
