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Support Ticket Routing Agent
Reads incoming tickets, tags priority, and routes each one to the team that should handle it.
- Category
- Custom AI Solution
- Year
- 2026
- Built by
- Enlusive
- Live site
- Custom build
A custom-built routing agent that reads every incoming ticket, tags its priority, and assigns it to the team that should own it — Billing, Technical Support, Account & Access, Trust & Safety, or Sales & Renewals — by evaluating an ordered set of routing rules against the ticket's content. Anything under an 85% confidence score, or matching a security or abuse keyword, is held in a review queue instead of auto-routing. The routing rules and team list are specific to one support org here, but the same rule-evaluation agent maps cleanly onto any team structure.
Priority tagging on every ticketRule-based team routingConfidence-scored routing decisionsSecurity-keyword auto-escalationPer-team load, lead & confidence visibilityFull step-by-step agent activity trace
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