Ticket Routing
Plugin that analyzes incoming support tickets and suggests the best team or agent to handle them, reducing misroutes and first-response time.
Overview
Ticket Routing classifies incoming support tickets by intent, product area, and urgency, then recommends the correct team or agent. It cuts misrouting by using conversation context, not just keywords, and learns from routing corrections over time.
Capabilities
| Capability | Description |
|---|---|
| Intent Classification | Identifies ticket intent across 40+ predefined support categories |
| Urgency Detection | Flags high-severity tickets for immediate escalation |
| Agent Matching | Matches tickets to agents based on skills and current load |
| Confidence Scoring | Reports confidence level alongside each routing suggestion |
| Feedback Loop | Improves classification from agent corrections |
Install Steps
1. Install via Qiscus CLI
qiscus plugin install ticket-routing2. Configure routing rules
qiscus config set ROUTING_MODEL=claude-sonnet-4-6qiscus config set ROUTING_CONFIDENCE_THRESHOLD=0.83. Verify installation
qiscus plugin list | grep ticket-routingNeed help? Contact the Support Integration Team or check the Qiscus documentation.