Customer Support Ticket Routing

Smart Ticket Routing for Support Teams

Stop spending time manually triaging tickets. EnforcedFlow automatically routes incoming support requests to the agent best equipped to handle them.

Common Challenges

• Skill mismatch - Technical issues go to billing agents, and vice versa
• Availability gaps - Tickets assigned to offline agents sit waiting
• Uneven queues - Some agents drowning while others idle
• Language barriers - Customers can’t communicate in their language

How EnforcedFlow Helps

Route by Agent Skills

Use Skill-based Routing to match tickets to qualified agents:

• Technical expertise (Product areas, integrations, APIs)
• Issue type (Billing, account management, troubleshooting)
• Language proficiency (Support in customer’s preferred language)
• Customer tier (VIP, enterprise, standard)

Respect Working Hours

Use Availability Scheduling for global support teams:

• Route to agents currently on shift
• Handle handoffs between time zones
• Queue tickets for off-hours appropriately
• Support part-time and flexible schedules

Balance Agent Workload

Use Workload Balancing to prevent burnout:

• De-prioritize mode: Agents with full queues get fewer new tickets
• Priority mode: Senior agents handle escalations first
• Fair distribution across the team

Understand Ticket Content

Use AI-Powered Routing to analyze tickets:

• Analyze ticket description to determine category
• Detect urgency from language used
• Identify product area from context
• Route without manual triage

Example Workflow

Via Email Forwarding (Zero Setup)

1. Support email arrives in your inbox
2. Forward to your EnforcedFlow group address
3. EnforcedFlow assigns the next available agent
4. Agent receives the email with full context

Learn more about Email Forwarding →

Via Zapier/Make (Full Automation)

1. Customer submits support ticket
2. Ticket enters your helpdesk (Zendesk, Freshdesk, Intercom, etc.)
3. Zapier/Make triggers EnforcedFlow
4. EnforcedFlow:
   • AI classifies the ticket topic
   • Finds agents with matching skills
   • Filters to those currently working
   • Selects agent with most capacity
5. Ticket assigned automatically
6. Agent receives notification

Results

• Faster first response - Tickets go directly to the right agent
• Higher resolution rates - Agents handle issues they’re skilled at
• Better agent experience - Balanced workload, no burnout
• Improved CSAT - Customers get help faster from qualified agents