Choosing a routing method for automatically triaged tickets

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.


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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 automatically route Support and
messaging tickets to the right teams based on these classifications.
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:


Use omnichannel routing if you use the
Agent Workspace, do not 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 Routing automatically triaged tickets using omnichannel
routing.

Use standalone skills-based routing 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 Routing automatically triaged tickets using standalone
skills-based routing.

Use triggers 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 Trigger conditions and actions reference. You can also
create triggers similar to those described in Routing automatically triaged tickets using omnichannel
routing, but you don’t have to turn on omnichannel routing.



Note: 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 here.


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