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Documentation Index

Fetch the complete documentation index at: https://docs.enneo.ai/llms.txt

Use this file to discover all available pages before exploring further.

The Smart-Routing assigns tickets that are in the “open” status, and where the tag configuration matches the respective agent or team. This also applies to internal operations.

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Requirements

For Smart-Routing to be activated, skills, and/or channels (email, letter, etc.) must be stored for the user, e.g. meter reading and bank details.

The activation itself is automatic or in the ticket overview:

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Functioning

The Smart-Routing assigns tickets to the agent automatically that correspond to their skills. Depending on the routing option, priority is assigned primarily according to due date and/or priority.

Navigation to the next ticket is via the arrow right next to the ticket ID:

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Good to Know

If the routing option Last-Agent-Routing is activated, the system automatically assigns the last agent when a ticket is closed. If the customer responds again, the same agent receives the ticket. However, if a longer absence has been set for this agent, the routing ignores this rule and routes the ticket to a team member or another user with the appropriate skills.