Ticket Routing

Updated May 13, 2026

What this skill does

Routes incoming support tickets to the appropriate team or agent based on ticket content analysis, category detection, priority assessment, and agent skill matching. Reduces response time by eliminating manual triage and ensures tickets reach the right person on the first try.

Example

PROMPT

Set up ticket routing for our support team. Categories: Billing, Technical, Account, Feature Request. Priority: P1 (outage), P2 (broken feature), P3 (general), P4 (question).

OUTPUT

Ticket Routing Configuration ROUTING RULES Billing Issues -> Billing Team (avg response: 2h) Technical Bugs -> Engineering Support (avg response: 4h) Account Issues -> Account Management (avg response: 1h) Feature Requests -> Product Team (weekly review batch) PRIORITY ESCALATION P1 (Outage): Immediate Slack alert #incidents + page on-call P2 (Broken): Route to senior agent, 4h SLA P3 (General): Standard queue, 24h SLA P4 (Question): Knowledge base suggestion first, 48h SLA LAST WEEK STATS Total Tickets: 284 Auto-routed: 256 (90%) Misrouted: 8 (3%) — rules updated Avg First Response: 3.2h (SLA target: 4h)

Required Tools

Zendesk

Slack

Compatible Agents

Claude

Cursor

Windsurf

ChatGPT

Any MCP-compatible agent

Add to your agent

Download Skill

Or install via CLI:
$ npx skills add webrix-ai/agent-skills --skill ticket-routing

Deploy Org-wide

Provision to teams via RBAC

Identity-aware execution

Signed & verified skills

Full audit trail

Auto-bundled with required MCP servers

Use with

Free for up to 5 users

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