Ticket Routing
What it is
Ticket routing assigns incoming tickets based on rules or models that look at topic, customer tier, language, channel, or skill.
Why it matters
Good routing cuts first response timeFirst Response Time (FRT)How long a customer waits for the first human or agent reply to a ticket. and handoffsHandoffPassing ownership of a ticket from one person or team to another.. Bad routing means tickets bounce until they find the right owner.
Best practices
- Route on content, not just forms – Customers pick the wrong category often.
- Review misroutes – Fix the rules behind them.
- Route by ownership – Technical tickets should go to whoever owns the code involved.
How Decimal helps
Decimal routes by what the investigation finds, so a ticket that looks like billing but is really an API bug goes to the right place.