Choosing a routing method for automatically triaged tickets

What's my plan?

Add-on | Copilot

If you use intelligent triage, you can automatically route Support and messaging tickets to the right teams based on what the ticket is about (its intent), the language it's written in, whether the customer's message is positive or negative (its sentiment), or a combination of all three.

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 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 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 prediction values are available only in English. However, intelligent triage is capable of evaluating content in the languages listed here.