ReadingResolve Support Tickets in No Time with Intelligent Ticket Routing and Assignment

Resolve Support Tickets in No Time with Intelligent Ticket Routing and Assignment


In today's fast-paced business environment, effective customer support is essential for maintaining customer satisfaction and loyalty. However, inefficient ticket routing and assignment of tickets and conversations can lead to long wait times for customers and increased workload for support agents.

To address this challenge, savvy companies are turning to innovative solutions that incorporate rule-based engines and intelligent algorithms to automate ticket routing. Automated ticket routing saves countless hours of support agent's valuable time, ultimately leading to higher customer satisfaction.

In this post, we'll explore how our product, driven by our own customers’ requests, aims to revolutionize the way customer service teams manage and prioritize their workload.

DevRev OneCRM
DevRev OneCRM

DevRev OneCRM

Customer Support and Software Development, Better Together

What is Ticket Routing?

In the customer support world, ticket routing is the process of assigning new customer queries to the department or even the specific agent who is most qualified to resolve the problem.

In the past, the ticket routing process has been manual: agents gather incoming tickets from various channels, categorize them based on multiple criteria (such as subject, channel, language, customer importance, sentiment, severity, etc.) and forward them to the relevant individual or team. The objective is to guarantee swift and accurate resolution of each ticket, but with slow manual ticket routing, this often leads to angry customers.

The introduction of an automated ticket routing system simplifies this process and ensures your customer’s requests are on the smoothest path to resolution.

The Challenge: Inefficient Ticket Routing and Assignment

The lack of an efficient ticket routing engine for customer tickets and conversations has been causing headaches for both customers and the customer service team.

Lengthy response times and misplaced conversations can affect customer experience and overburden agents. To address this issue, DevRev’s solution creates a seamless workflow for routing and assigning tickets, improving customer satisfaction, and overall support team efficiency.

With DevRev, you can get requests to the right customer service reps, quickly based on team availability, expertise, or any other attribute your heart desires! This means your team members get requests that they can solve in no time, every time.

Defining the Solution: Rule-Based Engine and Intelligent Assignment

The heart of the solution lies in developing a rule-based engine for ticket routing and a sophisticated algorithm for intelligent assignment. Let's break down the key components of this solution:

  • Manual Creation of Routing Policies: Support managers will have the power to create custom routing policies tailored to their team's needs. They can define various criteria, including ticket characteristics, team member skills, and customer preferences. This customization empowers support teams to create workflows that suit their unique requirements and resolve tickets faster.

  • Intelligent Assignment Algorithm: The algorithm automates the process of assigning the right agent to a new ticket or conversation. It takes into account factors such as agent availability, workload, skill set, and historical performance. By intelligently matching support agents to tasks, this algorithm aims to expedite ticket resolution and enhance customer relationship.

  • Automatic Creation of Routing Rules: The solution uses clustering and classification techniques to automatically create routing policies. This automated system, groups similar tickets based on common characteristics and predicts routing policies for new tickets based on historical data. This automation not only saves time but also ensures consistent and effective routing decisions.

Driving Success: The Power of Customization

DevRev’s routing solution is focused on driving significant improvements in customer support efficiency and agent performance:

  • Custom Routing Policies: Support managers will be able to create custom routing policies, enabling tailored and efficient workflows. This customization is expected to lead to improved routing accuracy and faster resolution times.

  • Automated Routing Policies: As the solution evolves, the ability to automatically generate routing policies will streamline onboarding processes and give the support department the ability to solve customer issues faster.

  • Intelligent Agent Assignment: The algorithm's ability to intelligently assign appropriate agents to tasks is anticipated to reduce workload imbalances and result in quicker resolution times.

User Stories: Empowering Support Teams

DevRev Support caters to various users, ensuring that both support managers and team members can seamlessly integrate these new functionalities into their workflows:

  • Support managers can effortlessly create and manage custom routing policies, optimizing team performance with smart ticket assignments.

  • Support team members gain a clear view of assigned tickets and have the flexibility to reroute conversations to the right person.

  • The ability to assign tickets only to online team members ensures that tasks are handled promptly by the correct agent.

Latest Enhancements

Today, we’re excited to announce three enhancements to DevRev’s auto-routing feature✨

🟢 Route Tickets Based on Availability

Don’t leave your customers hanging when they reach out. Availability-based assignment ensures your customer inquiries are routed to team members who can respond quickly.

🪑 Give Your Customer a Seat at the Table

We made it possible for your customers to escalate tickets themselves from the customer portal. Take the guesswork out of work prioritization and deliver features and fixes your customers care deeply about.

⏫ Effortlessly Escalate Complex Tickets

It's now even easier for your support team to escalate tickets. With this change, your L1 teams can effortlessly escalate tickets to the right team by updating the “Group” field. Users can easily configure the notifications and actions that should be taken on an escalated ticket.

It's now even easier for your support team to escalate tickets. With this change, your L1 teams can effortlessly escalate tickets to the right team by updating the “Group” field. Users can easily configure the notifications and actions that should be taken on an escalated ticket.

If you’re hungry for more, automated ticket routing is just one of the features we updated recently. Our engineering team merges an average of 850+ pull requests per week. That includes new features, fixes, design improvements, and more. You can check out the full changelog here:

Future Enhancements and Beyond

This accurate ticket routing solution lays the foundation for enhancing the support experience in multiple dimensions. Features such as gamification, intuitive user experiences for routing policy creation, and performance tracking offer exciting opportunities for growth. Additionally, the integration of features like leaderboards, performance tracking, and rewards could further motivate support agents for nurturing customer relationships.


DevRev’s auto-routing feature, driven by customer requests and comprehensive product requirements defined by our team, aims to revolutionize the way customer support teams manage their workload. By implementing a rule-based engine for ticket routing, an algorithm for intelligent agent assignment, and features like automatic policy creation, the solution aims to improve support efficiency, shorten resolution times, and boost customer satisfaction.

The power of customization enables support teams to create workflows that align with their specific needs, ensuring a more tailored and efficient support experience. As the solution evolves, enhancements like gamification and performance tracking promise to further enhance the support ecosystem. With the implementation of this innovative approach, companies can confidently provide top-notch customer support that meets the demands of modern business.