# What is Ticket Routing?

> Automatically sending each ticket to the right queue, team, or person.

Canonical: https://www.decimal.app/glossary/ticket-routing · Last reviewed: 2026-09-23

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 time and handoffs. Bad routing means tickets bounce until they find the right owner.

## Best practices

1. Route on content, not just forms. Customers pick the wrong category often.
2. Review misroutes. Fix the rules behind them.
3. 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.

## Related terms

- [Ticket Triage](https://www.decimal.app/glossary/ticket-triage): Sorting incoming tickets by type, urgency, and owner before work begins.
- [Queue](https://www.decimal.app/glossary/queue): A list of tickets waiting to be picked up by a team or agent.
- [Escalation Path](https://www.decimal.app/glossary/escalation-path): The defined route a ticket follows when the current owner can't resolve it.

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