Articles in the series
Live channels (voice and live chat) are directly routed to the pool of agents who have been assigned to provide support to those channels. If no agents are available or during off hours, requests from those live channels can be followed up on (the voicemail channel accepts voicemail messages, and live chat prompts customers to leave a message that creates an email-based ticket).
Incoming support requests from all channels you set up can be automatically routed to specific agents or agent groups and organized into views.
Incoming voice calls can be assigned to a specific group (or more than one group) so that only agents in those groups can see and respond to those calls. Tickets created through the email channel, sent to a specific support address, can be automatically assigned (for example, email sent to sales@mycompany.com is assigned to a sales support group). Also, in Chat, you can route incoming chats to agents using skills-based routing (for example, only agents who are fluent in a specific language can respond to chats in that language). These are just several examples of the many options you have for routing tickets.
You set up and manage ticket routing in Admin Center.
To automatically route your tickets, you create business rules (triggers and automations) that evaluate ticket data and then take action. For example, incoming support requests from a specific channel are assigned to a specific group, as in the example above. You can also modify the other ticket data, such as setting the ticket’s priority based on who sent you the support request.
You can also handle ticket routing manually. As an example, if you want to triage all incoming tickets before assigning them to agents, you can assign someone the role of triage agent who evaluates the incoming tickets in a view that’s been created for that task and then manually assigns the tickets to the appropriate agent or group.
For a detailed explanation of ticket routing and links to articles that provide setup instructions, read Routing options for incoming tickets.
Continue to Part 7: Managing support requests during non-business hours.