Connect to IntercomTicket Routing
Ticket Routing is the process of directing an incoming support ticket to the right agent, team, or queue based on rules that match ticket characteristics (topic, priority, customer tier, language, channel) to handling capabilities. Routing can be manual (a triage agent assigns each ticket), rule-based (if/then logic in the helpdesk), or AI-powered (NLP classification). Accurate routing is foundational — it directly drives transfer rate, first contact resolution, and response time.
Routing Accuracy Rate = (Tickets handled by the first-assigned agent or team without reassignment ÷ Total tickets) × 100
Track routing accuracy by comparing first-assigned team to the team that actually resolved the ticket. Any mid-ticket reassignment counts as a routing failure. High transfer rate is almost always a symptom of low routing accuracy.
B2B SaaS, automated routing systems
Calculate routing accuracy rate
- 1Building routing rules and never revisiting them — as products evolve, routing rules become outdated. Review quarterly or after major product changes.
- 2Over-engineering routing with too many conditions — complex rule trees break in unexpected ways and are hard to debug. Start simple and add complexity only where the data supports it.
- 3Not tracking routing accuracy separately from transfer rate — transfer rate is the symptom; routing accuracy is the diagnosis.
- 4Routing by keyword alone — a ticket mentioning "billing" may need technical help with a billing integration. Keywords should be one signal among several, not the sole routing criterion.