Routing Rules

Auto Ticket Routing to Prioritize support tickets using multiple filters based on configured rules

Control Routing to Agents

You get to control the way tickets are routed to the agents. Some of the ways of filtering and routing are – on the basis of the interaction channel through which the ticket has been created or based on the keywords in the subject line or body. Similarly, it can also be done based on the email id of the customer and who all are copied (Cc-ed) in the email.

Control-Routing-to-Agents
Ticket-assignment

Ticket Assignment

Automate the process of ticket assignment to a specified campaign or team and even to a particular agent. The idea is to resolve the ticket fast and to the satisfaction of the customer. You can do that by distributing the tickets in a manner to assign them to the agents who are available at that time and are also skilled to handle that query.

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