Route tickets by skill

Skills-based routing makes sure a ticket reaches someone who can handle it, for example a French speaker or a payments specialist. The admin screens for skills are being built. This article describes how routing by skill works today.

Skills and skill types

Skills are grouped in skill types, for example:

• Language: French, Portuguese, Zulu;
• Product: Payments, Mobile app.

Each agent has a set of skills. Each ticket can need one or more skills.

How tickets get their skills

• A trigger or automation sets them with the action Set skills (replaces the ticket’s skills) or Add skills, optionally with a timeout.
• An agent who can edit the ticket can change them.

What changes for routing

While a ticket needs skills:

• automatic assignment only picks agents who have every skill the ticket needs;
• play mode only hands the ticket to agents with those skills;
• views can use the condition “skills match” to show each agent the tickets that match their skills.

The timeout

Set a timeout so a ticket never waits too long for a specialist. When it runs out, the skills stop restricting routing: anyone in the group may take the ticket, and automatic assignment runs again.

Related

• Assignment, capacity and round robin
• Play mode