Choosing a routing method for automatically triaged tickets

<body>
<p id="docs-hc-snippet" style="display: none;">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 automatically route Support and messaging tickets to the right teams based on these classifications.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_copilot">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Copilot</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> 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 automatically route Support and
messaging tickets to the right teams based on these classifications. </p>
<p class="p">Routing can be done using omnichannel routing, standalone skills-based routing, or
triggers. To help you decide which method is right for you, consider the following
guidance:</p>
<ul class="ul" id="topic_pqm_zbp_y5b__ul_tmb_trg_xyb">
<li class="li">
<strong class="ph b">Use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a></strong> if you use the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Agent Workspace</a>, do <em class="ph i">not</em> use live
chat, and want to assign tickets to agents based on their availability, capacity,
skills, and ticket priority. Omnichannel routing is a “push” routing model where
tickets are assigned to agents. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4766535251610" target="_blank">Routing automatically triaged tickets using omnichannel
routing</a>. </li>
<li class="li">
<strong class="ph b">Use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883700122" target="_blank">standalone skills-based routing</a></strong> if
you want to assign tickets to agents based on specific knowledge areas or language
abilities. Standalone skills-based routing is a “pull” routing model where agents
assign work to themselves. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6191493148186" target="_blank">Routing automatically triaged tickets using standalone
skills-based routing</a>. </li>
<li class="li">
<strong class="ph b">Use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058" target="_blank">triggers</a></strong> if you don't use the
Agent Workspace, use live chat, or don’t want to assign tickets based on agent
availability, capacity, skills, or ticket priority. Triggers are a “push” routing
model where tickets are assigned to agents. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882" target="_blank">Trigger conditions and actions reference</a>. You can also
create triggers similar to those described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4766535251610" target="_blank">Routing automatically triaged tickets using omnichannel
routing</a>, but you don’t have to turn on omnichannel routing.</li>
</ul>
<div class="p">
<div class="note note" id="topic_pqm_zbp_y5b__note_gjj_vlv_lbc">
<span class="notetitle">Note:</span> When creating triggers or 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01GYJ1PBVKD26QN3E8JNS3X3TX" target="_blank">here</a>.</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4973607684506",
"url": "https://support.zendesk.com/hc/en-us/articles/4973607684506",
"headline": "Choosing a routing method for automatically triaged tickets",
"description": "You can choose between omnichannel routing, standalone skills-based routing, or triggers to automatically route customer support tickets based on AI classifications and your team's workflow requirements.",
"articleSection": "Using Intelligent triage ticket predictions",
"datePublished": "2022-09-23T16:05:42+00:00",
"dateModified": "2026-06-10T21:44:35.364177+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4973607684506"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Support",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405303717658"
}
}
}</script>
</body>