Support

Smart Ticket Router

Route support tickets to appropriate team members based on expertise

Overview Capabilites Agent Workflow Example prompt

Overview

The Smart Ticket Router automatically analyzes incoming support tickets and routes them to the appropriate team, specialist, or queue based on issue type, complexity, customer tier, and agent expertise. Manual ticket routing creates delays, misrouting wastes agent time, and customers wait longer for resolution. This agent uses natural language understanding to classify tickets by category, urgency, and required expertise, then applies intelligent routing rules that consider agent workload, specialization, and availability. Support teams using elvex's platform reduce first-response times, improve resolution rates, and ensure customers reach the right expert on the first try.

Capabilities

Classify tickets by issue type, product area, and technical complexity automatically
Route tickets based on agent expertise, workload, and availability
Prioritize urgent issues and high-value customer requests
Escalate complex tickets requiring specialized knowledge or management attention
Learn from routing patterns to continuously improve assignment accuracy

Agent Workflow

Input: New support ticket arrives via email, chat, or ticketing system
Ticket Analysis: Agent analyzes ticket content to determine issue category, urgency, and complexity
Classification: Tags ticket with relevant categories, product areas, and required expertise
Routing Logic: Applies rules considering agent skills, current workload, and customer tier
Assignment: Routes ticket to optimal agent or queue and sets priority level
Output: Ticket assigned with classification tags and routing rationale logged

Example prompt

"Configure smart routing rules for our support ticketing system with the following logic: Tickets mentioning 'API,' 'integration,' or 'webhook' should route to our technical support specialists. Tickets from enterprise customers (identified by account tier in Salesforce) should be prioritized and assigned to senior agents. Billing and payment issues should route to the finance support queue. Product feature requests should be tagged and routed to product management. Tickets containing words like 'urgent,' 'down,' or 'not working' should be marked high priority. If a ticket mentions multiple categories, route to the most specialized team. Balance workload by considering current ticket count per agent before assignment."