Ticket Routing

Automate Your Ticket Routing

Eliminate manual ticket routing with a custom automation workflow. Built by Harvard-educated experts, our solutions save mid-market Australian businesses 10+ hours/week on average.

10+ hours/week

Time saved

$1,800+/month

Cost reduction

98%

Client retention

2 weeks

First prototype

Book Free Assessment View All Workflows

The Problem

Manual ticket routing creates these challenges for businesses.

Compliance and audit requirements around ticket routing add yet another layer of manual work

Inconsistent ticket routing outputs undermine client trust and team confidence

No visibility into ticket routing status means decisions are made on outdated information

Data entry errors in ticket routing cause downstream problems and rework

Automated Workflow

Here is how we automate your ticket routing end to end.

Ticket Capture

Receive support requests from email, web form, chat, and phone into a unified inbox.

✓ Tool: Zendesk
✓ Action: Capture ticket

Auto-Categorisation

Categorise tickets by type, product, and urgency using keyword analysis and rules.

✓ Tool: Zapier
✓ Action: Categorise ticket

Priority Assignment

Set priority based on customer tier, issue severity, and SLA requirements.

✓ Tool: Zapier
✓ Action: Set priority

Agent Assignment

Route to the best available agent based on expertise, workload, and availability.

✓ Tool: Zendesk
✓ Action: Assign agent

SLA Monitoring

Monitor response and resolution times against SLA targets with escalation alerts.

✓ Tool: Slack
✓ Action: Monitor SLA

Tools Involved

We connect these tools into a seamless automated workflow.

Zendesk

Zapier

Slack

Google Sheets

Benefits

What you gain when you automate ticket routing.

Scale Ticket Routing Without Scaling Headcount

Handle double or triple the ticket routing volume without hiring additional staff. Automation absorbs growth so your team stays lean and focused.

Ticket Routing Automation Built for You

Unlike off-the-shelf tools, we build ticket routing automation tailored to how your business actually operates. No workarounds or compromises.

Consistent Ticket Routing Every Time

Remove variability from your ticket routing process. Whether it is your best performer or newest hire, the outcome is identical and audit-ready.

Save 10+ hours/week on Ticket Routing

Eliminate manual steps in your ticket routing workflow. Your team gets back hours every week to focus on growth and customer service.

Ticket Routing Automation FAQ

We follow a phased approach for ticket routing automation: discovery in week one, a working prototype by 2 weeks, and full implementation within 4-8 weeks. Each phase is tested with your team before moving forward.

We integrate with Zendesk, Zapier, Slack and 150+ other platforms. During the free assessment we map every tool in your workflow and design the integration strategy before writing a single line of code.

Pricing depends on the complexity of your workflow, the number of systems involved, and any custom business rules. Most automations fall within our standard automation tier. Book a free assessment to get a specific quote based on your requirements.

Not at all. Keeping your existing tools intact is a core principle of our approach. That means zero retraining costs, zero data migration headaches, and immediate ROI because your team keeps working the way they already know.

All our automations include error handling, retry logic, and alerting. If a step fails, the system queues it for retry and notifies your team. We provide 3 months of post-launch support, and our 98% client retention rate speaks to our ongoing reliability.

Yes - and it is often the smartest way to begin. We identify the ticket routing steps that eat the most time or introduce the most errors, automate those first, then reinvest the savings into the next phase. Quick wins build momentum and prove ROI early.