Routing automatically triaged tickets using standalone skills-based routing

Intelligent triageuses AI to automatically classify new customer support tickets by topic, sentiment, and language, and enriches tickets with entities, such as product names. You can incorporateintelligent triageclassifications into yourstandalone skills-based routingsetup.


What's my plan?







Add-on

Copilot









Intelligent triage uses AI to automatically
classify new customer support tickets by topic, sentiment, and language, and enriches
tickets with entities, such as product names. You can incorporate intelligent triage classifications into your standalone skills-based routing setup.
Standalone skills-based routing allows you to route tickets to the agents who have the
right expertise to handle them.
Pairing these two features lets you automatically route tickets to the agents who have
the right knowledge to resolve a specific issue, such as speaking the same language as
the requester.
This article gives you examples of skill routing rules you can create based on
intelligent triage classifications. Because these examples are starting points,
customize the details however makes sense for your business needs.
This article contains the following topics:

Creating a skill routing rule based on topic
Creating a skill routing rule based on language
Creating a skill routing rule based on topic and language
Creating a skill routing rule based on sentiment

Related articles:

Choosing a routing method for automatically
triaged tickets
Routing automatically triaged tickets using
omnichannel routing



Note: When creating skill routing rules in Admin Center,
intelligent triage values are available only in English. However, intelligent triage
is capable of classifying content in the languages listed here.



Creating a skill routing rule based on topic

In the example below, a skill routing rule sends refund request tickets to your
agents who specialize in handling refunds.
To create a skill routing rule based on topic


Create a skill type called
Specialty area that contains a skill named Refunds,
and assign the skill to at least one
agent.
In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Skills.
Click the Specialty area skill type, then click Refunds.
In the Tickets section, click Add condition under Meet Any of
the following conditions.
Set the following conditions:

Topic | Is | Billing::Refund::Refund request


Topic | Is | Billing::Refund::Refund amount is
wrong


Topic | Is | Billing::Refund via a specific channel



Click Save.

Create a skills-based view for agents
to see the routed tickets.




Creating a skill routing rule based on language

In the example below, you'll build a skill routing rule that sends tickets written in
Spanish to your Spanish-speaking agents.
To create a skill routing rule based on language


Create a skill type called
Language that contains a skill named Spanish,
and assign the skill to at least one
agent.
In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Skills.
Click the Language skill type, then click Spanish.
In the Tickets section, click Add condition under Meet All of
the following conditions.
Set the following condition: Language | Is | Spanish

Click Save.

Create a skills-based view for agents
to see the routed tickets.




Creating a skill routing rule based on topic and language

In the example below, a skill routing rule sends refund request tickets written in
Spanish to your Spanish-speaking agents who specialize in handling refunds.
To create a skill routing rule based on topic and language


Create a skill type called
Language-specific specialty area that contains a skill named Spanish -
Refunds, and assign the skill to at least one
agent.
In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Skills.
Click the Language-specific specialty area skill type, then click
Spanish - Refunds.
In the Tickets section, click Add condition under Meet All of
the following conditions.
Set the following condition: Language | Is | Spanish

Click Add condition under Meet Any of the following conditions.
Set the following conditions:

Topic | Is | Billing::Refund::Refund request


Topic | Is | Billing::Refund::Refund amount is
wrong


Topic | Is | Billing::Refund via a specific channel



Click Save.

Create a skills-based view for agents
to see the routed tickets.




Creating a skill routing rule based on sentiment

In the example below, a skill routing rule sends tickets with a negative sentiment to
a group specially trained to handle these kinds of situations.
To create a skill routing rule based on sentiment


Create a skill type called Customer
service that contains a skill named Negative
sentiment, and assign the skill to at least one
agent.
In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Skills.
Click the Customer service skill type, then click Negative
sentiment.
In the Tickets section, click Add condition under Meet Any of
the following conditions.
Set the following conditions:

Sentiment | Is | Negative


Sentiment | Is | Very negative



Click Save.

Create a skills-based view for agents
to see the routed tickets.



{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/6191493148186",
"url": "https://support.zendesk.com/hc/en-us/articles/6191493148186",
"headline": "Routing automatically triaged tickets using standalone skills-based routing",
"description": "You can create skill routing rules based on intelligent triage classifications like topic, language, and sentiment to route tickets to agents with the appropriate expertise using standalone skills-based routing.",
"articleSection": "Using Intelligent triage ticket predictions",
"datePublished": "2023-09-25T19:25:35+00:00",
"dateModified": "2026-06-10T21:44:49.666277+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/6191493148186"