Ticket routing automatically assigns incoming tickets to the right agents or teams, ensuring efficient handling. Routing methods: - Round-robin: Equal distribution - Skills-based: Match expertise - Load-based: Balance workload - Priority-based: VIPs to senior agents - Channel-based: By contact method - Time-based: By availability Routing criteria: - Customer tier/value - Issue type/category - Product expertise - Language - Agent availability - Historical performance Advanced routing: - AI-powered intent detection - Sentiment-based priority - Automatic escalation - Omnichannel context Benefits: - Faster resolution - Better customer experience - Optimized agent utilization - Specialized handling