Smart Ticket Assignment by Skill
Nora assigns Freshdesk tickets to the agent with the right expertise
Different tickets need different skills. This automation routes billing tickets to your billing specialist, technical issues to your engineers, etc.—reducing misdirection and speeding resolution.
Misrouted tickets waste time. A technical issue lands on a billing agent who has to re-route it, causing delays. A billing question goes to a junior agent instead of your specialist, leading to errors. This automation reads incoming Freshdesk tickets and analyzes the subject and description for keywords: 'invoice,' 'payment,' 'refund' → billing; 'error,' 'bug,' 'not working' → technical support; 'feature request,' 'how do I' → product support. Nora then checks your agent skill tags in Freshdesk (each agent is tagged with their expertise). She routes the ticket to an agent with matching skills who currently has the fewest open tickets. You can also set up custom rules: e.g., 'All tickets from customers with contract issues go to Lisa' or 'All VIP customers go to senior support staff first.' Example: A customer opens a ticket: 'I'm seeing error code 5003 when I try to export data.' Nora detects 'error' and 'export,' tags it 'technical.' She checks your technical support agents: Jake has 8 open tickets, Elena has 5, and Mark has 4. She assigns to Mark. Mark resolves it in 15 minutes. Without smart routing, it might have gone to a billing agent who would have had to re-route.
How it works
- Nora reads incoming Freshdesk ticket subject and description
- Extracts keywords to determine issue category
- Checks agent skill tags and current workload
- Assigns to the best-match agent with lowest open count
- Applies custom routing rules if applicable
- Notifies agent and logs assignment
Frequently asked questions
What does "Smart Ticket Assignment by Skill" do?
Different tickets need different skills. This automation routes billing tickets to your billing specialist, technical issues to your engineers, etc.—reducing misdirection and speeding resolution.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Freshdesk, run by your Customer Support.
How much time does this save?
Saves approximately 3 hours/week, running real-time (on new ticket).