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Routing

In the Routing and Tags → Routing section, several options are available for distributing tickets using the autopilot.
  • By SLA Expiry Date: If processing deadlines are stored in the tags, tickets are distributed according to due date. Due and overdue tickets are given priority, with the longest overdue ticket being assigned first.
  • Highest Priority First. If equal, by SLA Expiry Date: If priorities are stored in the tags, tickets are initially distributed according to priority. Tickets with the highest priority are distributed first, if priorities are equal, the due date applies according to the SLA based routing.
  • Highest Priority First. If equal, by Last Customer Message (LIFO): Tickets with the highest priority are distributed first. If priority is equal, the ticket with the newest customer message is distributed first (Last In, First Out). The date of the last customer message is used, or the creation date of the ticket, if no customer message is present.
  • Highest Priority First. If equal, by Earliest Customer Message (FIFO): Tickets with the highest priority are distributed first. If priority is equal, the ticket with the oldest customer message is distributed first (First In, First Out). The date of the last customer message is used, or the ticket creation date, if no customer message is present.
  • Autopilot Tag-Matching: Determines whether a service agent must have all skills for the tags of a ticket or at least one skill to be automatically assigned the ticket. When “ALL” is selected, assignment only occurs if all required skills are exactly covered. This can significantly reduce the distribution quota. With “AT LEAST ONE”, the assignment is more flexible, as potentially more agents are considered. Example:
    • Agent’s skills: Meter reading, Bank details, and Down payment
    • Ticket tags: Bank details, Complaint
    “Agent must have AT LEAST ONE tag of the ticket” —> Ticket is offered to the agent in autopilot “Agent must have ALL tags of the ticket” —> Ticket is not offered to the agent as they do not possess the “Complaint” skill
  • Enable Ticket Backlog Access Restrictions: When activated, access to tickets in the backlog can be specifically restricted in team and user settings. These restrictions only affect the backlog and autopilot, not search, history, or direct access.
  • Last-Agent-Routing: When activated, the agent is automatically assigned to the ticket. If the customer replies again, the ticket is rerouted to this agent. In case of absence, manual assignment to another agent is necessary, unless it is stored in the user profile. For more information, see the Extended Absence section.